It’s all about change. Change is happening in the way we communicate, in the way we work, in the way we do business. As a contact centre professional, how do you bring together employees, customers and corporate demands to run the contact centre in an efficient, productive, engaging way to satisfy all constituents? Continue reading New Report – The State of WFM in Contact Centres – 2017
Category Archives: Guest Content
A Space Odyssey – The critical challenges facing your expanding contact centre business
Phil Sugden, Portal Group UK’s Sales & Marketing Director, discusses the challenges facing fast-growing contact centre businesses looking to expand or relocate and how Portal’s Managed Office Solutions concept enabled Hastings Direct to seamlessly deliver a new UK customer service hub. Continue reading A Space Odyssey – The critical challenges facing your expanding contact centre business
Workforce Engagement Management – what does it really mean?
Olle Düring, CEO of Teleopti outlines three steps to put the Voice of the Employee at the heart of your contact centre… According to world-leading industry analysts Gartner,[i] “organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers. The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated.” Continue reading Workforce Engagement Management – what does it really mean?
Robust self-service platform now essential in the modern customer engagement centre, says Aspect
Customer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience. This is according to Stephen Ball of Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions. Continue reading Robust self-service platform now essential in the modern customer engagement centre, says Aspect
Five Steps to Reinventing Quality Management in Contact Centres
Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management… For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? Continue reading Five Steps to Reinventing Quality Management in Contact Centres
One Customer, How Many Agents?
Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?