How do you achieve contact centre employee engagement?
Robert Ratcliff, Comment Now, 18th December 2013
Robert Ratcliff sat in on a workshop at this year’s Call Centre Conference to find out about everything employee engagement.
Carolyn Blunt’s top tip for improving customer service
Lara Doyle, Comment Now, 17th December 2013
Carolyn Blunt talks to us about the importance of agent tonality when engaging customers with your brand for improving customer service.
Social Customer Service: Interview with Jamie McDonald, Carillion plc
Jamie McDonald, Comment Now, 12th December 2013
Jamie McDonald is Customer Experience Director for Carillion plc. He has led Carillion through the unchartered waters of Social Customer Service since 2010 and his passion for serving customers this way is clear. Jamie advocates that for brands to have success delivering Customer Service online they have to believe in it. In this interview, reproduced with permission from Delivering Effective Social Customer Service by Carolyn…
No longer the weak Lync in the contact centre – successful migration strategies
Jeremy Payne, Comment Now, 12th December 2013
Jeremy Payne discusses the benefits of Lync in the contact centre and what migration might look like.
How First Great Western turned a PR disaster into a social customer service success story
Robert Ratcliff, Comment Now, 11th December 2013
Robert Ratcliff sat in on First Great Western’s session at the Call Centre Conference to find out about their social customer service success story.
7 Social Media Challenges for Contact Centres [INFOGRAPHIC]
Jeremy Taylor, Comment Now, 10th December 2013
Social media has brought with it new opportunities for contact centres, allowing them to interact with customers on the channel of their choice, in public and in a much more personal way. Of course, such a wholesale change in the way we communicate with customers brings with it a number challenges and brands are struggling to respond. For instance: 42%…
Live chat was supposed to bridge the gap between the more personal offline face-to-face experience and the impersonal online experience. It aimed to create a low cost, alternative customer service channel to the phone – in touch with the modern way consumers interact with brands. Call centre agents can handle multiple simultaneous chats and customers receive fast and efficient help…
Sign Up & Join Our Community
- Download the latest research
- Industry reports and benchmarking
- Free email briefings every week
Great words of advice. I particularly like the need to "experience your own service". All employee ...
This is a really good point. I wonder how many contact centres actually involve their people in choo ...
Wow! I hope our company made it to the list. ;) ...
This is a very interesting article. At Hendrix Training (www.hendrixtraining.com) our professional a ...