Contact Centres Need to ‘Communicate With Customers’
A survey has revealed that an overwhelming majority of Brits have a negative perception of call centres. 90% surveyed by Aquarium Software admitted they expect to be sold something when answering a call from a centre even though that makes up just one quarter of calls made in the industry. “These results are worrying,” according […]
5 trends transforming Call Centres in 2017
The Call Centre industry is “evolving at a very rapid rate”, according to leading industry analyst Peter Ryan. “Whether it is new technologies, alternative points of delivery or taking on the growing multitude of channels needed to communicate with today’s mobile consumer, enterprises need reliability and quality,” he claims, whilst offering his predictions for 2017 […]
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 […]
Guest Blog, Stuart Dorman: Placing self-service at the heart of your customer journey
Historically the customer contact sector has treated self-service as a lower cost alternative to the traditional contact centre model. Now, however, with customers looking for a much more seamless engagement experience – across sessions that might start with an app or a virtual assistant, transition into a webchat and then conclude with an email or […]
Industry Spotlight: ‘Customer of the Future’ report details expected consumer self-awareness within the next decade…
According to new research conducted by The Institute of Customer Service, the current indecisiveness of the country’s economic and political landscape will present a further opportunity to empowering to a ‘new breed’ of customer. Determining 12 key ‘factors of change’ expected to outline the business landscape in 2025, the ‘Customer of the Future’ report also highlights a series of potential scenarios facing UK organisations and suggests […]
Jabra unveils customer service challenges report…
Surveying an approximate 3,200 ‘customer centric profiles’ in seven countries, a White Paper conducted by headset manufacturer, Jabra, has revealed that 73 per cent of decision-makers in call centric environments are experiencing an increase in the intricacy of customer queries. The research, which monitored areas including; the value of call-centric workers; complexities surrounding digital transformation […]
