The spread of smartphones and a 23% increase in mobile users is predicted to create an upsurge of traffic for mobile data services over the next 5 years.
As CEO of HEROtsc, David Turner is the driving force behind Scotland's largest customer management centre company. During his career he has also helped run Trinity Horne Consulting, and was an executive with M&S where he set up their home delivery service. Here he tells Call Centre Focus about his passion for people development – and his natural musical talent…
SAP has announced their accelerated cloud strategy to help manage four lines of business.
Poll: Will your contact centre be affected by London 2012?
As the Olympics draw closer, does your contact centre have a contingency plan to manage disruptions or increased demand on customer service departments?
A couple of years after I became editor of a small business to business publication named Call Centre Focus, a new sales manager was appointed (against my wishes I might add - I thought he was much too young!). His name was Simon Thorpe and we discovered that we had a lot in common, including a mutual love of films, good food, cheesey 80s music, and cocktails.
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.
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.
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