Despite the contact centre industry nearing its 30th anniversary, the outdated perception that the industry provides poor service still persists. Phil Stewart examines how contact centres can tackle this challenge and improve the customer experience in preparation for the next 30 years. (more…)
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
We asked a number of email management providers for their top tips. (more…)
But this is easier said than done. In her latest article Carolyn Blunt provides some pointers on how to provide exceptional customer service in the call centre. (more…)
The term a “360-degree view of the customer” has been used in the industry for several years. But what exactly does it mean, and what information would you actually display on the agent desktop?
We asked our panel of experts for their opinion. (more…)
We all measure customer satisfaction. So why is it so hard to drive it up?
Mats Rennstam gives a few pointers. (more…)
It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done. (more…)
Over the past ten years we have seen many technologies hyped as the “next best thing since sliced bread”. However, we have seen many of them fall flat on their face.
Keith Pearce reveals the five biggest flops. (more…)
Can one customer satisfaction question revolutionise your business and predict its future growth?
That is the question that organisations across the globe and across most industry verticals are asking themselves. George Todd tells us more. (more…)
Have you ever been put on hold in mid-sentence by an agent? Chances are, your wait happened because the agent had to hunt through a dense thicket of systems, tools and views just to find a simple piece of information. (more…)
Do you ever wonder why your customer service is not at the level you would like? It may be that you have not created a true culture of customer service in your call centre. Peggy Morrow shares her ideas with us. (more…)
