GUEST BLOG: How to deliver great customer experiences without the hype, politics or drama
By Synthetix 2018 is not quite half way and already this year has many of us concerned about what the future might hold, with the UK’s Brexit date less than a year away. The volatile political events during 2016 has set the scene, ‘dominoing’ into 2018. And many UK businesses are operating in ‘limbo’ – […]
GUEST BLOG: Immersive Support – Revolutionising customer interactions through Virtual and Augmented Reality
By Pole To Win Immersive technologies like Augmented Reality (AR) and Virtual Reality (VR) are revolutionising many industries and the way we conduct our day-to-day lives. With consumer uptake continuously rising, businesses are on the cusp of being able to assume that a significant proportion of their customers will have access to immersive tech capabilities. […]
Email in contact centres: 5 reasons to give it a second chance
Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails… Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]
GUEST BLOG: Are efforts to reduce contact centre volumes harming your customer experience?
By Synthetix Customer experience in one industry sets the bar and shapes expectations for all experiences. This has never been more true and applies to many aspects of our lives. I wonder how many people have walked into a hair salon, clenching a photo of what they would like their hair to look like, just […]
Jabra launches Engage headset brand
Jabra has rolled out a new headset brand, promising noise-cancelling microphones, three times user density, new security features and long-range mobility. The Denmark-based company says Engage is a new class of DECT wireless professional headset, having been designed following research into the challenges facing call-centric businesses. As such, Jabra say the range is a response […]
Last chance to register for the Call Centre & Customer Services Summit
Time is running out for you to join 65 other industry peers at the Call Centre & Customer Services Summit, which takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you […]
New management team at Forum Events
Forum Events – the company behind the Call Centre & Customer Services Summit – has a new management team to take the business forward. Longtime Managing Director Sarah Beall (pictured) has joined the Board of Directors, sitting alongside Finance & Operations Director, Gill McCaughay, and New Business Director, Gill Woods. Erstwhile Chairman Paul Rowney – […]
8 ways to re-energise customer service
Turning customer interactions into opportunities is easier than you think, according to Colin Hay, vice president of sales at contact centre Puzzel. The trick, he says, is to keep it simple and to give contact centres the ‘wow’ factor with some quick and easy wins. “Improving customer satisfaction and turning every interaction into an opportunity […]
FREE GUIDE: The cure for the common call
By Synthetix No-one likes waiting. Untimely responses to customer queries are one of the hallmarks of poor customer service and precious time wasted. A recent study by the Institute of Customer Service concluded that the UK public waste millions of hours trying to resolve customer support issues from their workplace. This disruption in employee productivity […]
RECOMMENDED: Jabra Biz Headsets
Denmark-based Jabra is a manufacturer of earbuds, headsets, portable conferencing devices and more. Jabra Biz 2300 Jabra Biz 2300 is a headset designed and developed with contact centre agents in mind. Built to survive in a high-performing contact centre, the Biz 2300 will result in fewer headset replacements and less agent downtime: all helping to […]
