Category Archives: Guest Content

The What, Why, Where and How of Cloud: A CIO’s Roadmap to the Customer Service Cloud

BLOG: Deciding to make the move to Cloud can be a great business decision, and indeed for some companies it may even be the only real option for running a cost-effective customer service moving forward. While the benefits are much heralded, there are also people who are sceptical about how good it is. So how does today’s CIO decide when – or if – to move critical business applications to a cloud-computing environment? Neil Titcomb, UK&I Sales Director for Cloud, Genesys, explains. Continue reading The What, Why, Where and How of Cloud: A CIO’s Roadmap to the Customer Service Cloud

Minimum customer effort will reduce customer complaints

BLOG: Energy companies are breaking records for the worst customer service according to new figures published by Ofgem. The industry regulator claims that more than one in three customers who complained was ‘very dissatisfied’ with the way their complaint was handled – an actual increase of 10 per cent since the last survey in 2012. Continue reading Minimum customer effort will reduce customer complaints

Q&A with William Durr of Verint

Question: We have a 350 seat contact centre that operates 24 by 7. We also have several lines of business and a few tiers within some of those lines; so we have multi-skilled agents. It can take four weeks of initial training to get a person up to speed on the basics in one line of business. When they demonstrate mastery of that skill, we provide training that enables them to move up the tiers or add new lines of business. We are achieving our goals but attrition is a continuing problem. We are trying to lay out a 5-year plan. What changes do you see coming that could affect contact centre operations in unanticipated ways? Continue reading Q&A with William Durr of Verint