Last year, recurring headlines dominated the press describing how some of the UK’s largest brands were failing to live up to customer expectations, by mis-selling or failing to treat their customer’s fairly. Quality assurance teams should be in place to ensure that the standard of service does not deteriorate. Dino Forte explores the benefits of outsourcing quality assurance personnel.
I am a strong believer in end-to-end customer service. It’s all very well for a brand to be brilliant when you visit the shop, but if you have to call them and the experience is bad, it colours your whole perception of that company.
The Global Contact Centre Benchmarking Report has been telling the world for over 10 years that it’s time to integrate channels. Customers want it, customer management employees want it and, given the commercial benefits integration can deliver, businesses should want it too. So, why isn’t it happening? Over the next three weeks Paul Scott sets out to answer that question and to suggest ways in which the barriers to integration can be overcome. He begins by looking at the need for strategic focus.
Being a manager in a call centre can involve making presentations to colleagues and staff. In many ways these may seem more “low key” than big external events, but it’s still just as important to get it right. You need to make sure your presentation is effective and doesn’t leave colleagues wishing they were somewhere else! Barbara Moynihan offers her top tips to help you make a great presentation.
Less than 20% of what is now called ‘social customer service’ is actually run by customer service departments. ‘Social’ topics such as ‘peer to peer customer support’, ‘social media monitoring’ and ‘triage management’ are yet to be widely understood processes and competencies within call centre communities around the world. Instead these are issues that marketing teams have been driving for the last few years. Martin Hill Wilson questions whether marketing is the right function to take operational control of customer service issues when they arrive via a social channel.
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.