Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
Forums vs Expos – how to maximise your precious time out of the office…
With a majority of ‘expert’ advice on Expos being somewhat outdated or, like with many businesses, asserting too much emphasis on easy routes rather than methods that actually work, it’s no wonder people get frustrated and disconcerted when they are looking to effectively network and source new connections without it lessening quality time spent in […]
Webhelp continues growth mission with Nordic expansion…
The leading global customer experience company, Webhelp, has confirmed that it has completed the acquisition of GoExcellent, an influential Nordic customer relationship management firm and the company will now be rebranded as Webhelp Nordic. Following a period of strong growth in recent years under the leadership of CEO, Terje Andreassen, and a recorded turnover of […]
Genesys predicted to buy Avaya call centre business…
According to reports, the global omnichannel contact centre and customer experience solutions leader, Genesys, is in negotiations to acquire a call centre business that its peer, Avaya, is hoping to sell for an estimated $4 billion. Although sources from both parties are yet to comment on the potential deal, the sale would see Avaya, considered […]
Improve your customers’ experience…
Optimising the customer experience delivers significant revenue and performance benefits, yet only 14% of organisations feel they manage the end-to-end journey. Netcall’s integrated customer experience (CX) platform seamlessly manages interactions from start to finish. Deliver information to the right place at the right time, giving your agents a full view of each customer. Creating a […]
New UK call centres behind decrease in EE complaints…
After announcing its decision to move all customer service operations ‘on-shore’ earlier this year, EE has declared that customer complaints have dropped by a substantial 50 per cent. Along with other big firms, its strategy to move customer operations abroad to cut costs ultimately backfired on the provider, as many consumers reported poor levels of […]
New TouchCommerce platform enables ‘intelligent automated conversations’…
The omnichannel customer engagement solutions leader, TouchCommerce, has unveiled TouchAssist, a new product which claims to enable call centres and brands to provide intelligent automated conversations; leading consumers to effectively self-serve across digital channels. The new system, which combines virtual assistant technology from Nuance Communications and is available in 20 languages, aims to provide brands […]
TalkTalk voted as ‘worst customer service offender’ in UK call centres…
As a result of the Eckoh ‘Brick Wall Index’ study, the telecom group, TalkTalk, has been voted the UK’s ‘worst customer offender’, with Expedia coming in second and TV Licensing third. The Index, which is based on independent analysis carried out by PleasePress1.com, uncovers which call centre menus create the highest level of dissatisfaction; centred around ‘tens of thousands of […]
EvaluAgent: Unhappy call centre workers costing UK economy £2.3 billion…
Partnering with ContactBabel and basing its research on the UK Contact Centre HR & Operational Benchmarking Report, the provider of workforce management software, EvaluAgent, has calculated that unhappy call centre employees are costing the UK economy an estimated £2.3 billion every year. Managing director at EvaluAgent, Jaime Scott, said: “A major challenge faced by many […]
Contact centres define omnichannel integration as a ‘challenge’…
Respondents to research conducted by the contact centre solutions provider, Aspect Software, have determined that the biggest ‘challenge’ currently facing the industry’s customer service development is integrating a text-based customer engagement service alongside other channels. Widely considered to be an essential element of the modern customer service strategy, the survey of Europe-based industry professionals found that 90 per cent said are already supporting either a Facebook or Twitter service; 74 per cent have […]
