Rob Crutchington, Director at Encoded, discusses the changes for consumers in light of the latest government legislation banning credit and debit card surcharges and who will really benefit as a result. Continue reading Scrapping Card Fees – A Bureaucratic waste of time or a benefit to consumers?
Category Archives: Guest Content
‘Support personalisation’ dominates modern brand-consumer connectivity
Over the years, rapid advancement of digital marketing technologies and evolution in the e-commerce landscape has catapulted organisations into a new phase of connectivity, dominated by personalisation. Today, businesses operate amidst fierce competition to win customers who now demand more than just a good customer experience. The contact centre industry must reassess its operations to successfully address and deliver a personalised experience that meets the demands of consumers today. Eli Fillmore, Director, Customer Success, Contact Centres at InMoment talks about the growing importance of support personalisation. Continue reading ‘Support personalisation’ dominates modern brand-consumer connectivity
Why GDPR is a business blessing in disguise
GDPR is intimidating – that much is undeniable. Compliance is demanded by all businesses handling EU citizens’ data by 25 May 2018. However, for all the work it raises, GDPR also presents a wealth of business benefits. Here, Howard Williams, marketing director of Parker Software, highlights the positive elements of GDPR, and explain why the austere regulations are actually rich with reward. Continue reading Why GDPR is a business blessing in disguise
Tips for contact centre agents, from contact centre agents
Call centres are worth £21 billion to the British economy and a colossal 1.1 million people are employed to work in them. Those 1.1 million people are often the subject of customer frustration, criticism and outright anger. Continue reading Tips for contact centre agents, from contact centre agents
Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today. Initially, the key focal point for businesses was increasing operational efficiencies. Continue reading Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
A culture of employee engagement – there’s more to it than just happy employees
Colin Hay at Puzzel suggests that there’s more to employee engagement than just creating ‘happy’ or ‘satisfied’ employees… It’s often claimed that engaged employees are generally considered to have a greater emotional commitment to their organisations than disengaged employees. They are also said to care more about what they do, where they work, and whether their organisations are successful in meeting key business goals. Continue reading A culture of employee engagement – there’s more to it than just happy employees