Call Centre Focus
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Poll: Will your contact centre be affected by London 2012?
Call Centre Focus community
Call centre teams rally together in
Call centre staff at London Midland organised a charity bake sale and a 12 hour ‘team cycle’ on an exercise bike.
Call Centre's Got Talent
Celebrating call centres as a hotbed of talent!
Contact centres have a bad reputation as being lifeless office environments with frustrated/bored agents taking call after call. But we in the industry know this is not the case and that call centres can be incredibly lively, dynamic places to work and are full of talented individuals who know how to have fun!
We want to showcase this by launching a nationwide competition to find talented call centre workers!
Job of the week
Business manager - quality and training
You will be responsible for the development and implementation of a quality framework, delivering exceptional customer service and ensuring compliance with externally accredited standards. This will be achieved through the design, development, delivery, and evaluation of all training for our operational staff. You will have significant experience of developing and managing training and quality initiatives in a complex customer services environment.
Strong planning and organisational skills will be required as well as excellent verbal and written communication skills, the ability to work independently as well as part of a team and you will need to demonstrate inspirational leadership skills to achieve the desired results across organisational and geographical boundaries.
Call Centre Focus survey
Take our survey and win an Amazon kindle!
When it comes to methods of communication, customers have never had it so good. They can interact with companies by phone, SMS, email, web chat, forums, Twitter, apps, automated IVR, etc – and they expect to be able to get their query answered quickly and efficiently no matter how they make contact. But what does that mean for contact centres? Are they offering all these different channels and what impact does it have on their internal processes?
Genesys, ProtoCall One and Call Centre Focus have joined forces to conduct this comprehensive survey into the methods of contact available to customers and the practical implications on organisations.
Upcoming event
The Modern Leader – What are you doing to step up to the challenge?
Tuesday, May 22, 12 PM (UK)
Our distributed online world is great for tapping the best talent, but it also means that leaders need to adapt their techniques to get the most out of employees in far-flung locations. Join Adam Taub from Masterclass Training and Helen Parton from Customer Strategy at this webinar and learn What research tells us about “being a leader”, behaviours and practices you can adopt to become an effective modern leader, how technology can help you be the best leader possible and tips to transition from managing to leading.
Call Centre Focus whitepaper
Walk a mile in your customer's shoes
Success in areas such as profitability, return and performance depends on the customer relationship and customer relationship success falls to the contact centre. It’s therefore as important for the organisation to remain as in touch with their contact centre, and through the contact centre, the customer, as it is to remain in touch with their sales teams and sales outlets.
In this whitepaper, NewVoiceMedia and industry expert, Paul Cooper, offer advice on:
• Customer satisfaction surveys
• How to walk in the customer’s shoes
• Customer service excellence
• Customer engagement checklist
• Do’s and don’ts of customer service
