Guest Blog, Steve Ball: The 8 things millennials really want from customer service
Struggling to understand what makes your millennial customers tick? Here’s what they really want from your contact centre. It can sometimes be difficult to understand what constitutes a great customer experience for the millennial generation. We know about their lofty expectations, their habitual use of technology and their willingness to vote with their feet if […]
Start to nurture future budding customer service professionals, says Teleopti…
Workforce management consultant at Teleopti UK, Ben Willmott, explains the three simple workforce management strategies to attract the brightest young talent, and keep ahead of the competition. From transforming a contact centre environment to suit the next generation of digitally-led professionals, to introducing gamification by accommodating the trend of constant feedback; following the three strategies […]
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 […]
Industry Spotlight: Poor customer service results in £11 billion loss for UK firms…
According to new research from the cloud technology provider, NewVoiceMedia, poor levels of customer service in UK businesses is resulting in a £11 billion loss per year, with the main reason given by 44 per cent of consumers for leaving a company is down to ‘feeling unappreciated’. The company, which has developed an extensive portfolio of White Papers related to the discussion of […]
One fifth of customers directed through to a business on the first phone call…
As a result of research surveying 2,010 UK-based adults and commissioned by the provider of global Enterprise Communications as a Service (ECaaS), 8×8, the organisation has found that just one in five customer calls are directed to businesses the first time. Furthermore, even when customers do manage to get through on the first try, 12 […]
Conversocial launches ‘two way’ SMS channel with social customer service integration…
The leading social customer service engagement platform, Conversocial, has announced plans to launch an SMS channel with the aim to providing further support via the inclusion of Channel API and the integration of existing social customer service tools. In partnership with the cloud communications platform company, Nexmo, the ‘two-way conversational support’ channel will include a […]
Looking to improve your customer experience?
In this ‘Age of the Customer’, great customer experience is expected every time. We’d like to share with you some of the techniques you can use to improve performance, transform customer engagement, increase productivity (by 25%) and reduce costs within your contact centre. Join us on our summer webinar series. Invest and reap the rewards […]
