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Call Centre Focus

Editor's choice

09 February 2012

Brands find themselves under great scrutiny for customer service through the instantaneous and unregulated nature of social media, in particular Twitter. How can organisations cope with an increasing onslaught of customer contact through the publicly visible social media channels? Heidi Coles, discusses how to strike the balance when it comes to managing social media, corporate reputation and customer satisfaction.

Call Centre Focus news

09 February 2012
Savers are demanding increased transparency with regards to where their money is invested, research from the Institute of Customer Service (ICS) has found.
08 February 2012
Two out of three consumers switched companies in 2011 due to poor customer service, according to research released by Accenture.
07 February 2012
A 50% increase in enquiries for its predictive dialler services has been reported by Comms Consult, a telecoms company.

Editor's blog

03 February 2012

I’ve been thinking about the value of offering rewards to call centre workers. I know many centres have incentive schemes related to excellent performance, but these can be tricky to manage – how do you make sure every employee has an equal chance of achieving the levels required for the award? And there can be nothing worse than an incentive scheme that is discouraging for some employees who don’t think they will ever win it.

 Please click here for more blog posts from Claudia


Strategy & leadership

03 February 2012

Does the customer service provided by your contact centre reflect the same values as your brand? As customers we assume that the brand we buy in to will provide us with service that mirrors the brand’s core values and, as such, we are often let down by failed promises. Michael Gray takes a look at an example of excellent customer service which exceeded his expectations and reflects, whole-heartedly, the values of the brand. 

For more on strategy and leadership click here

People development

01 February 2012

Call Centre Focus is once again partnering with Hays Contact Centres to gain valuable insight into reward and recognition of contact centre staff. There are two short surveys to fill in, and the more people who complete them, the more valuable the survey will be.

Once all the answers have been collated, we will report on the findings and we will work with Hays to produce the annual salary and benefits guide. We really appreciate you taking the time to fill in the questionnaire.
 

For more on people development click here


Technology

07 February 2012

Voice recognition software will never be 100% perfect because of the huge variations in accent, tone and pitch of people’s voices. But automation applications are becoming increasingly sophisticated and speech scientists are able to tweak the systems to achieve higher levels of customer service. Mark Pritchard discusses how to apply the software to the best of its ability.

For more on technology click here

Call Centre Focus whitepaper

Agent's headset is at the heart of contact centre's success

No matter how sophisticated the ACD software used or the cutting edge multi-media contact streams available, it is the contact centre agent’s voice interaction with a caller that remains the most vital part of the contact centre experience.

This complimentary whitepaper will examine the three essential elements to headset design: sound quality, hearing safety and wearing comfort, as well as highlighting the latest innovations in their contact centre headset range.


Click here to download the whitepaper


call centre white papers Click here for more whitepapers