Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…
If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in […]
Guest Blog, Simon Pennie: The power of great customer service…
Businesses spend vast amounts of time, money and resources to build a brand that customers love. But if they fail to ‘put their money with their mouth’ is – by investing in delivering top notch customer service in their contact centres – they risk squandering their hard-earned reputation. In an era of fierce competition and […]
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 […]
Guest Blog, Steven Robertson: Using omnichannel as a direct route to customer engagement success…
It’s no secret that smart use of the right contact channel and judicious use of customer data is the foundation of the sort of responsive customer service today’s digital consumer demands. Let’s look at the best ways of getting to that destination and how you can ensure you are rightly supporting your customer base… Being […]
Guest Blog, Gail Partridge: Holding memorable conversations with your customers…
Delivering a first-class customer experience should be the number one priority for any brand – it really is that important. It affects perceptions and memories of a business, and encompasses everything a customer goes through with that company. The contact centre is an important part of this, often called into action when something with the […]
Guest Blog, Debbie Nolan: Cultivating customer engagement with social media…
The ubiquity of social media has changed the relationship between brands and consumers, government and citizens, and businesses and their suppliers at an unprecedented pace. Tech savvy, time poor consumers have now taken charge of how they get in touch with their favourite brands. This power shift means that organisations must embrace social media as […]
Guest Blog, Richard Lane: Managing frequent training in an ever-evolving industry…
durhamlane is a company that is passionate about helping sales and non-sales employees to become the very best they can be. This is achieved through consultancy, training and coaching services – conducting, developing and delivering engaging programmes designed to create a measurable difference. The training blends a mix of theory and practical activities, and all staff are ‘business people first and trainers second’, […]
Guest Blog, Sharon James: 5 ways to improve workforce management
Call centres are a vital and growing part of the UK economy. According to statistics from ContactBabel, there are now 6,200 contact centres across the country with employees making up over 4 per cent of the UK workforce. The call centre industry can be a tough environment to work in with a unique set of […]
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 […]
Guest Blog, George Skaff: Effectively optimising self-service tools for your call centre…
Delivering a positive customer experience is paramount to any consumer-facing organisation, yet the way in which consumers today interact with brands is very broad and this can create problems for those aiming to increase satisfaction; meanwhile reducing their cost-per-serve ratios. When you look at how consumers are contacting brands, it can be over the phone, […]
