The Biggest challenge facing contact centres today – conversation
Stephen Jacobs, 27th February 2015
I wanted to share what I believe is the biggest challenge facing contact centres today – not talking about communicating.
Want to know why your customers aren’t “engaging” enough?
Richard Knox, 26th February 2015
I recently found that when I was signing up for my new bundle of TV/fixed line services and sorting out my daughter’s new mobile, there was certainly no shortage of love and support. When I called the sales line, I got straight through and as I browsed the latest mobiles, catching the sales assistant’s eye in the store was easy. Of course, with an increasingly competitive Telecoms marketplace and higher value multi-play customers, it makes sense to show that you care.
Coach your team to succeed with interaction analytics
Les Blacker, 19th February 2015
Effective and results-oriented training is mission-critical to the success of any contact centre operation. A focused training and coaching regime when delivered on time, targeting pain points in service delivery can make all the difference between good and exceptional customer experience.
Brits prepared to play the waiting game
Mark Williamson, 19th February 2015
Although waiting on hold during calls to businesses is often seen as a major consumer bugbear, recent research suggests we’re actually happy to wait for a satisfactory answer to our queries.
Breach, brand and 5 things we know about PCI for 2015
Matt Hooper, 13th February 2015
PCI compliance has long been seen by many as a ‘tick in the box’ exercise, that hasn’t figured high on the information security stack hot list. But that does now seem to be changing.
Do we have our heads in the cloud?
Bibi Bajwa, 12th February 2015
We’re barely into the New Year but you’ve probably already read a few articles claiming that 2015 will be the year of the cloud. You might even have read similar articles last year, or the year before that.
So what’s the reality? Is the cloud really the answer to every contact centre operator’s dreams, or just a new way of doing the same old things? Is the cloud still to find its “killer app”?
Four key steps to getting mobile customer service right
Paul White, 6th February 2015
With more and more people using their mobiles as their primary telephone, it’s imperative that customer service providers re-evaluate their channel offerings and start optimising customer contact for mobile access.
How to increase employee satisfaction and productivity, in turn resulting in more satisfied customers
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tait_w Took the words out of my mouth - so proud, what a team !U0001f601U0001f601 ...
Agree with you, when we do something in favor of them they will defiantly do better. Even http://www ...
CurlHelen Thanks for the share Helen. Cheers! ...
robrat Thanks for that Robert. Mistake has been rectified. ...