Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :

Survey

Contact Centres Need to ‘Communicate With Customers’

 840 299 Jack Wynn
By:
0

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 to managing director of Aquarium Software, Ed Shropshire, who believes a large factor in positively changing public opinion is adapting to modern technology.

“Only the right software can allow contact centres to interact with customers in a way they find acceptable,” added Mr Shropshire, explaining that “if a customer is asking you a question via Twitter, a reply via phone call is unlikely to be appreciated.”

Making use of these ‘omnichannel systems’ lets consumers contact on their terms, giving companies a stronger reputation.

“There are always going to be a small minority who do engage in unsolicited selling,” but says that the future of the industry will be led by those who are willing to offer more ways to communicate, which will help “show the public that contact centres are a valuable and worthwhile resource.”

Senior business leaders holding back on adopting new technology…

 800 450 Jack Wynn
By:
0

New research carried out by 8×8 and the Institute of Directors (IoD) has exposed a rift between attitudes of company directors and IT managers when it comes to embracing new technology.

Comparing the views of mid-level ‘hands-on’ IT managers with senior directors across more than 260 UK businesses, the research found 45 per cent of IT managers say their senior business leaders are holding back technology for reasons of ‘self-preservation’, whereby they are reluctant to embrace new techology that will disrupt their own position within their organisations.

In addition, IT managers were found to be far less optimistic than senior directors when asked if their organisation makes full use of the latest technology, with just 34 per cent believing they do, compared with 49 per cent of C-suite respondents.

Kevin Scott-Cowell, UK managing director at 8×8 said: “We frequently hear anecdotal evidence that IT managers face significant opposition from senior leaders when it comes to adopting new technologies such as cloud communications – this research suggests this is something which is widely felt.”

62 per cent of IT managers say UK businesses are too wary when it comes to adopting new technology, such as cloud communications, and only 56 per cent believe senior members invest sufficient resources to stay up-to-date with the latest technology.

An insufficient budget is also a significant factor felt by IT managers when it comes to new technology implementation (35 per cent), compared to just 20 per cent of senior business leaders.

Scott-Cowell added: “Certainly, many senior leaders fear replacing expensive legacy IT systems that they have invested in. Their reluctance to do so in order to preserve the status quo can be damaging to businesses who are losing out on the many benefits to staff productivity and, ultimately, the potential for business growth.”

To read the full report, click here