“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”
Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”
Call centres play a crucial customer support role for countless companies and brands in the UK, and it can be a high pressure, stressful environment for staff dealing with frustrated … Read more “How to Manage a Call Centre Efficiently and Cut Call Volumes”
The future for customer service operations will undergo a dramatic rethink in every organisation and their respective departments. They will ask questions as to why developing remote working through the … Read more “The Future of Remote Work for Contact Centres”
Check out this video preview to see what the blog’s about: The first time I ever heard the term business continuity was about a decade ago when I was in … Read more “How Video Helps CIOs Deliver Business Continuity”
The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in face-to-face conversations with businesses and more time online. … Read more “Key Improvements for Modern Contact Centres”
Here is a scenario I’m sure most can relate to and unfortunately is not all too uncommon. You are in need of customer service, you dial into the support number … Read more “How to Improve Customer Experience by Using Video in Your Contact Centre”
The growth of digital technology has triggered a change in our communication preferences. In the contact centre operation, easily accessible new technology is opening doors to incredible opportunities in everything … Read more “How to Build Your Business around Your Customers”
I was in the video conferencing industry way back; I know that organisations dabbled in remote and flexible working for many years without any particular urgency. In the wake of … Read more “How to Manage Remote Contact Centre Teams Right Now”