People

How contact centres can expand without losing focus

Managed office solutions offer a way for both in-house and outsourced contact centres can expand or relocate with minimal delays, risk and cost.

Employee engagement and retention strategies: “You can’t just say it. Demonstrate it”

Dream Manager’s Mike Greatwood on strategies for employee engagement and retention and not just paying lip service.

8 tips and expert insight for a first class customer service strategy

Global Remote Services’ Paolo Marcattilj analyses the UK Customer Satisfaction Index and gives us his top tips for crafting an exceptional customer service strategy.

Call centre staff productivity best practices: Tips, tech and common KPIs

Ultracomms’ Robert Bates gives us his take on contact centre staff productivity, covering best practice tips, technological tools and common KPIs.

“The call centre is the back door into an organisation” – Pindrop GM on call centre fraud

On the back of it’s 2016 UK call centre fraud report, we interview Pindrop’s Matt Peachey on the phone being the weakest link, agent culpability and fraudsters’ favourite tricks.

From ‘tiresome reaction mode’ to ‘pleasingly proactive’: How customer service on social media is evolving

We interview Crimson Hexagon’s Dana Miller on social media for customer service, the morale-sapping “react and recover” mentality and best practice examples of how to be proactive.

How Dixons Carphone conjures a compelling customer experience through the contact centre

The head of Dixons Carphone’s UK contact centre on the importance of the customer experience, industry challenges and keeping it simple.

Instant messaging for customer service: Facebook, bots and being channel-agnostic

We chat to customer service tech expert Martin Brown of FM Outsource about Facebook’s big play, bots and why instant messaging is just another channel.

Three rewards proven to motivate employees (and it’s not money)

Ask contact centre staff what rewards will motivate them and most will say cash. However, businesses that implement cash rewards tend to find that once the reward has been received the recognition is soon forgotten and the motivational effect has gone. Why? Because cash bonuses get lost in a pay cheque, spent on mundane household […]

What are business benefits of a cloud contact centre?

We interview Solgari’s Marcus Kellman on how the cloud contact centre might transform customer service and beyond.

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Creating the Digital Contact Centre – overcoming digital customer engagement challenges [Download]