Let’s talk about Omnichannel and… UNICORNS
Sesui’s CTO Manveer Mangat discusses omnichannel strategies – and unicorns… Yes, that’s correct… unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents; the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email writer, snappy Tweeter, capable call agent and vibrant […]
Ventrica expands contact centre to meet omnichannel service demands…
Continuing an ‘impressive growth period’, Ventrica will be introducing a new contact centre ‘penthouse suite’ due to the increased demand for its omnichannel customer service offerings. The Southend-on-Sea based outsourced centre will open a roof-top wing, 19,000 sq ft site in 2017, expanding its current workforce of 280 agents to 480 full and part-time staff within the next year, and plans for an additional site […]
Capstone: Building sophisticated systems to provide maximum results…
Capstone Intelligent Solutions specialise in contact centre optimisation across all channels including managing your workforce. Our solutions are designed to help your contact centres accelerate business impact, deliver consistent outcomes and innovate the customer and agent experience. The Challenge The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature […]
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 […]
VoiceSage improves its SMS messaging service to overcome ‘channel complexity’…
The customer contact services provider VoiceSage, has announced the launch of the latest improved version of its SMS messaging and cloud-based voice suite. The company claims that improved solution will help organisations across multiple sectors to meet customer communications challenges; as well as optimising the potential to incorporate ‘smart’ ways to connect with the modern digital customer. Sales and marketing director at VoiceSage, Steven Robertson, said: “We have […]
Report highlights ‘telephony’ self-service status in the UK market…
In the ninth installment of its ‘Inner Circle’ series focusing on subjects including; cloud-based contact centres, self-service, outbound & call blending, customer interaction analytics and PCI DSS compliance, findings of ContactBabel‘s ‘The Inner Circle Guide to Omnichannel Customer Contact’ report indicated that 32 per cent are currently offering a full ‘telephony’ self-service channel in the UK; with the platform becoming more prevalent in the utilities and finance sectors. Retail & distribution […]
Guest Blog, Gail Partridge: Making self-service work for your call centre…
The idea that customers can manage their own customer queries almost sounds like a contradiction. However, self-service has become a growing trend in the call centre industry for some time now, and is set further increase its status as consumers look to adopt convenient customer experience solutions. Gail Partridge, consultant at PeopleTECH, examines how the […]
