Consumer technology means your customers have access to information 24 hours a day - and the advent of tablets and smartphones means they are more mobile than ever. This exclusive webinar from Call Centre Focus and technology specialists IP Integration and Avaya will examine what you need to ensure you are prepared for the next generation of customer.
It’s hardly surprising that automation is on the rise , but automated service is not always popular with customers , as they may not feel the company cares sufficiently to deal with them as an individual. So how can organisations make customers feel valued, while efficiently routing calls and promoting self-service? In this exclusive webinar , Call Centre Focus, industry analyst Ovum , and technology specialist SpeechStorm discussed ways to personalise automation strategies in the modern call centre.
The number of different ways to contact a company is increasing – with SMS, web chat, and social media all promising to improve the customer experience. But whereas the demand for these types of channels is increasing, organisations seem to be falling behind in offering service via these routes.
Manchester Business School's Robin Gleaves reveals practical insights into understanding the complex role of emotions in the workplace, examining the customer-employee experience, how to win heads, hearts and hands, and attitudes and behaviours versus values.
In this fascinating session, futurologist Dr Nicola Millard will examine how customers and contact centres are using cloud-based technology in their everyday lives, from tweeting to storing data and monitoring performance.
Those brands that are creating and implementing multi-channel experiences to meet the needs of their customers are the ones that are winning. They are doing so through the powerful combination of focusing on the customer experience......
This webinar examines whether a hosted Contact Centre is going to work for you. It will look at how security can be maintained, how resilience can be enhanced, and how technology can help mitigate against unforeseen circumstances.....
Forty per cent of US organisations include remote agents in their customer contact channels, and analysts predict 80 percent will deploy remote agents by 2013. UK and European markets have similar challenges as the US in shortages of qualified labour, ris
Investing in mobility has the potential to raise productivity, accessibility and visibility. Download this webinar and hear from Kevin Benedict, a well-known technology evangelists, writer and speaker and Gil Bouhnick, director of Mobile Solutions at Clic
In call centres today its not just about fielding phone calls anymore. It's about engaging your customers in multiple ways while allowing them to conduct business anytime, anywhere, using any form of communication they desire: call, email, chat, or fax.
