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Read all the latest views from call centre industry specialists on the issues affecting call centres across the UK. And don't forget to give us your comments...
Certain voice based ‘transactional interactions’ tend universally to be dealt with in an efficient or even automated manner. But in many exchanges between call centre and customer there is the potential to make more of this human contact by deriving insight into what is motivating the customer’s immediate request. Put simply, think about asking the customer ‘why?’, suggests Chris Hancock.
The face of customer service is changing. Customers are more demanding and businesses now have an added pressure to deliver fast, effective service. Gordon Loader, Senior Manager of EMEA Avaya, explains.
Certain voice based ‘transactional interactions’ tend universally to be dealt with in an efficient or even automated manner. But in many exchanges between call centre and customer there is the potential to make more of this human contact by deriving insight into what is motivating the customer’s immediate request. Put simply, think about asking the customer ‘why?’, suggests Chris Hancock.
The face of customer service is changing. Customers are more demanding and businesses now have an added pressure to deliver fast, effective service. Gordon Loader, Senior Manager of EMEA Avaya, explains.