The phrase ‘two heads are better than one’ is commonly accepted in the context of collaborative working and idea sharing, but when it comes to maintaining service consistency and reducing costs in a multilingual contact centre environment, the fewer heads the better. And Netflix’s recent announcement that it would be creating 400 multilingual roles in its customer contact centre in the Netherlands is evidence that multilingual ‘heads’ are highly prized. Continue reading Multilingual Hubs – When Two Heads Are Not Better Than One
Category Archives: Guest Post
Mapping the customer and agent journey in parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys. Continue reading Mapping the customer and agent journey in parallel
From omnishambles to omnichannel
IMImobile looks at how to quickly overcome your omnichannel IT challenges without ripping out and replacing a single legacy system… Continue reading From omnishambles to omnichannel
Time is of the essence – changing priorities for customers and contact centers
When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset – time. Annica Ronquist, at Teleopti explores the options… Continue reading Time is of the essence – changing priorities for customers and contact centers
How to make web chat work for your contact centre
The Web Chat promise delivers in so many ways. It guarantees a seamless digital experience, offering near real-time communication in a highly personalised way. It may come as no surprise therefore that web chat is one of the most popular channels for customer interaction used by 39 percent of UK customer service organisations.[i] Continue reading How to make web chat work for your contact centre
Striking the balance – digital versus human
By Graham Ede, Yonder Digital Group... Enterprise technology, in particular that which underpins multi-channel commerce and digital communications, has transformed business efficiency and capabilities over the last decade. As a consequence, senior management often views technology as the silver bullet to an organisation’s success and seeks to push the boundaries towards ‘full automation’ – which in reality does not fit every business process. Continue reading Striking the balance – digital versus human