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Flexibility, capacity and clear vision through cloud
THE CLOUD Cloud-based contact centre systems can provide predictable performance which adds value to an organisation, writes Helen Parton As businesses look to be ever leaner yet with high customer...
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High-tech eyes and ears have the business edge
TECHNOLOGY Contact centre agents must be able to utilise the large amounts of data made available through advanced technology, as Helen Parton discovers Contact centres really are the eyes and ears of...
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New-look centres are key to improved customer service
OVERVIEW The contact centre industry stands at the beginning of a journey that will define its development and role with organisations around the world, writes Dan Matthews Not too long ago, call...
View ArticleWhere to locate a contact centre
For many companies in the UK, outsourcing to a third party the responsibility of communicating with customers via a contact centre is a way of saving money, building efficiencies, and providing more...
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Tweets and posts spread the word and can save the day
REBECCA DYE From a customer service perspective, what we do is very personal and nothing can replace the one-to-one communication that our contact centre operators provide, says First Direct bank’s...
View ArticleLooking after staff means they take care of customers
For ASDA it’s about giving contact centre colleagues a voice in the business and a status equal to that of sales and merchandising, while at Virgin Media it means lifting some of the pressure and...
View ArticleAnswering the call for great service
It’s easy to be negative about contact centres – they have had a pretty poor reputation ever since their inception 30 years ago. But like them or not, contact centres remain an important part of...
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