Last year, Business Systems 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: Continue reading The State of Quality Monitoring – 2017
Category Archives: Guest Content
Empowering customer service agents
The butterfly effect is the concept that small changes, such as the flapping wings of a distant butterfly, can cause a chain reaction of events that can build up to a tornado. Here, Howard Williams, marketing director of live chat software specialist Parker Software, looks at how the simple choice of chat can lead to happier agents and loyal customers. Continue reading Empowering customer service agents
The customer service graveyard
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 Business automation expert, Parker Software has collated a selection of outdated customer service methods into an infographic, to explore the history and potential future of technology in customer service.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
Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers
Zero and reduced hours, time-off-without-pay (TOWP) could be the answer when it comes to flexible working but how will it work in practice? Per-Arne Karlsson, Technical Director APAC at Teleopti, shares a simple 3-point plan… Continue reading Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers
DIY is good, but not for every customer
Self-serve has become popular with customers and offers huge advantages, but it doesn’t hold all the answers, says Simon Hunt, Director of Products and Solutions for Capita Customer Management. Continue reading DIY is good, but not for every customer
Who wants to work in a call centre?
“When I grow up, I want to work in a call centre,” said no one, ever. For anyone that’s worked in a call centre, you’ll know the reality of telesales is a little less Wolf of Wall Street, more The Office — the British version with Gareth and his jelly-imprisoned stapler. Call centres don’t have the best rep for employee retention, but there are steps that employers can take to keep valued employees. Here, Stephen Parker, CEO of business automation specialist, Parker Software, examines three reasons for high staff turnover in the sector. Continue reading Who wants to work in a call centre?