NewVoiceMedia released new research today revealing that many UK businesses lack the contact centre capabilities to meet customer expectations. Continue reading How businesses and their contact centres are failing customers [INFOGRAPHIC]
Customer service technology has changed dramatically since the dawn of call centres in the 1960s. Despite a rapid evolution of technology, not all methods of customer service have become completely obsolete. Business automation expert, Parker Software has collated a selection of outdated customer service methods into an infographic, to explore the history and potential future of technology in customer service. Continue reading The customer service graveyard
Written by Trevor Flack, Contact Centre Manager at Spark Response: As the scientific community announces four new elements on the periodic table, it’s perhaps fitting for customer focussed organisations to join in with our own chart. The Periodic Table of Customer Service displays the key components required for a successful customer service strategy. The following infographic takes each section of elements and explains how they apply to the process of delivering a positive customer service experience. Continue reading The Periodic Table of Customer Service (Infographic)
PRESS RELEASE: Millennials’ buying power and shopping habits will shape the future of the call center and customer service industry in 2016. That’s just one of the factors influencing the strategies behind contact center operations. Read our first three trends, and follow the link below for the complete list and infographic. Continue reading DATAMARK Releases New Infographic: “6 Contact Center Trends to Watch in 2016”
This Genesys infographic details the evolution of the contact centre – from the traditional call centre, to contact centre chaos, with the rise of internet orders and email, and now into the new era of omni-channel, with new software empowering agents to reactively and proactively deal with customer queries.
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