GUEST BLOG: Preparing for peak rate calls
By Fauzia Mulla, Head of Customer Experience at ArrowXL When logistics companies and home delivery partners are preparing for the busy Christmas period, the headlines tend to focus on major investments made across hubs and depots, increasing the size of their fleets of vehicles and supplementing their workforces with extra manpower. However, this activity can […]
Ericsson in hot water over O2 data outage
O2 is reported to be seeking millions of pounds in damages from Ericsson after the mobile operator’s extended data service downtime late last week. The issue, which Ericsson attributed to an expired software license, resulted in a customer care whirlwind for O2, which has for the most part been praised for the way it handled […]
Support Services Group deploys Teleopti Workforce Management
Support Services Group has successfully deployed real-time, cloud-based Teleopti Workforce Management (WFM) technology to schedule over 300 agents across five locations and four time zones in the USA and Domincan Republic. The company claims that since deployment of Telepti WFM Cloud solution Support Services Group productivity has increased by 5%. Agent idle time and over […]
Are you one of our VIP customer care professionals?
Would you like to join 65 other senior call centre and customer service professionals next April? You are invited to attend the Call Centre & Customer Services Summit for FREE as our VIP guest – it takes place 29 & 30 April 2019 at the Radisson Blu Hotel, London Stansted. Register your free VIP place here. […]
Impact of bad customer service on retailers revealed
Nearly six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service in store, on the phone, or online. That’s according to new data by 8×8, which 2,018 UK adults in October, finding that when asked about the bad service they had received, the most common issue consumers cited (78%) was being […]
Call Centre & Customer Services Summit – Everything you need to know
Are you free on April 29th & 30th 2019? Join us at the Call Centre & Customer Services Summit! This is a bespoke and highly-targeted two-day event created specifically for senior customer service professionals like you. And it’s is entirely FREE for you to attend. When: 29 & 30 April 2019 Where: Radisson Blu Hotel, London Stansted Format: Corporate […]
55% of UK contact centres expect lower live call volumes in 2019
The majority of contact centre operations expect their live inbound call volumes to decrease in 2019, according to a new study. The survey of over 200 contact centres undertaken by ContactBabel for its UK Contact Centre Decision-Makers’ Guide report also found that despite this expected drop, live telephony is still seen by businesses as the most […]
Puzzel improves position as a Challenger in Gartner’s Magic Quadrant
Puzzel has been positioned by Gartner as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fourth consecutive year. The firm’s omni-channel, cloud-based contact centre solution is designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents. In 2017 […]
UK insurance contact centres ‘battle 60% rise in call duration’
UK insurance companies expect to make significant investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres undertaken by ContactBabel shows that insurance operations expect their use of web chat to grow from 44% today to 94% by the beginning […]
INDUSTRY SPOTLIGHT: Advanced solution for outbound communication
Manual dialling, reaching engaged tones and answering machines, incorrect dialled numbers, waiting for customers to pick up – is an inefficient use of your agents’ time. The Enghouse Outbound Predictive Dialler is an outbound calling system that empowers agents through automated technology, which can quickly and easily detect busy signals, answer machines and disconnected numbers. […]