In the article, Suzette Bouzane Meadows, Director of Contact at KCOM discusses how contact centre automation offers huge efficiencies, and by utilising intuitive technologies like face and voice recognition, contact centres do not need to sacrifice the human touch… Continue reading Facing up to the future contact centre – Face and voice recognition
Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains the psychology and suggests a plan to improve customer interactions in contact centres… Continue reading Make Homer Simpson your friend in the cloud
According to Carlos Muňoz contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM… Continue reading Tortoise or hare – which one best describes your contact centre?
In today’s digital, social and interactive world, consumers want access to companies on their own terms. While phone and web channels remain vital to customer service, consumers are increasingly seeking assistance through social communities. Whether adding a compliment to a brand’s Facebook wall, tweeting about a negative customer experience, or posting a customer service question through a user forum — the social consumer now controls the conversation. Continue reading Finding Your Social Voice – Tips from Startek’s Social Media Expert
Recent research found that charities leave much to be desired when it comes to contactability. Chris Robinson, CEO of Yonder Digital Group, looks at how charities can restore their tarnished reputation by improving interactions with clients and donors… Continue reading Ease of contact in the charity sector: how can standards be improved?
Creative Virtual, a world leader in customer and employee engagement, knowledge management and self-service solutions, has published a new whitepaper, A Chatbot for Your Contact Centre, in celebration of Customer Service Week. Designed as a buyer’s guide for the contact centre, the complimentary whitepaper outlines industry best practices and provides questions to ask when selecting a conversational platform. Continue reading Creative Virtual Celebrates Customer Service Week with New Contact Centre Whitepaper
by Jeremy Payne, International VP Marketing, Enghouse Interactive… Continue reading “Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels
Recent figures compiled by banking industry group UK Finance have revealed that over £500 million was stolen from customers of British banks in the first half of 2018, of which £145 million was due to authorised push payment (APP) scams – referring to when people are duped into sending money to a fraudster’s account. Continue reading Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software
Despite the growing focus on Customer Experience, many organisations still fall short with their complaints handling procedures. Sarah Simon, Senior Director, CX Consulting at Confirmit discusses the unique potential that the call centre holds to turn customer dissatisfaction into positive, long term engagement. Continue reading Can we calm customer rage for good in 2019?
From virtual teams to car pooling, running a contact centre today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling… Continue reading 7 Steps to Smarter Scheduling in Contact Centres