Today customers expect more from every business interaction. For many, this ‘interaction’ starts and ends with their contact centre experience. They expect a personalised level of care that is simple, effective and timely. To deliver this level of personalised care requires a communication method that is convenient and customised for each customer. Continue reading The contact centre of the near future
BLOG: The most successful businesses have one thing in common – amazing customer service! NewVoiceMedia has compiled ten of the best service quotes that you may find useful and inspiring: Continue reading Top ten customer service quotes to inspire you
The re-shoring of traditionally outsourced business processes by UK companies is not a new trend, but it is gathering pace, driven in part by the need to deliver high quality customer experiences, says Aspect Software (Aspect). The latest figures from PwC say that if this trend continues, 200,000 new jobs could be created in the UK by 2024, following EE’s decision to create 1,000 new jobs by moving its contact centres to Britain from the Philippines. Continue reading Costs, complaints and customer satisfaction are driving jobs re-shoring trend, says Aspect Software
Nothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution. Continue reading Web chat: Why it’s becoming the customer channel of choice