GUEST BLOG: What is Customer Experience?
Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A few years ago we were in the Customer Management industry. Now we have evolved to be in the Customer Experience industry. On the face of it, this rebranding of the industry shows that we look at things from the customer’s point of view […]
GUEST BLOG: Customer Service Management – It’s time to change the metrics
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off […]
CX and contact centres: What will change in 2019?
By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the customer experience (CX). However, this prediction missed one critical factor: the customer. With this in mind, Peter Tetlow, Client Solutions […]
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 […]
Outsourced contact centre launches digital division…
With a dedication to provide a ‘new type and range’ of customised and results-driven social management services to UK companies, the Southend-based contact centre, Ventrica, has announced the launch of Ventrica Digital, its sister company that will allow businesses to generate new business leads through monitoring and engagement. Furthermore, businesses will also be able to […]
Ventrica plans to expand its workforce after industry award win…
After winning the Contact Centre of the Year industry accolade at the London & South East Contact Centre Awards on May 20, the Southend-based call centre, Ventrica, has declared its commitment to creating 70 new positions during the course of this year. Considered to be one of the largest employers in the area, Ventrica’s managing […]
