Author: Richard Kenny

About Richard Kenny

Richard is Head of Global Contact Centre Marketing and is responsible for defining the strategy, and planning and directing worldwide sales, marketing, and business development activity for contact centre customers.

Customer Service, Evolved

Customer preferences have driven a significant change in the role of the contact centre.  A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work.  So how does this affect a company’s approach to its contact centre?  Let’s split this into three … Continue reading Customer Service, Evolved »

Problem-solver, diplomat, expert, and empathizer: a CSR needs to be all these, and more. How can you help equip them for success?

Answering the phone is just the start. Today’s customer service representative (CSR) listens, understands, and acts upon a customer’s needs with skill, rigor and thoughtfulness. Every minute, every day, the CSR needs to demonstrate that they have the customer’s best interests in mind, while presenting the company in the best possible light. In fact, for … Continue reading Problem-solver, diplomat, expert, and empathizer: a CSR needs to be all these, and more. How can you help equip them for success? »

Every CSR in a customer service center uses a headset—and that’s the challenge

Each day, without even really thinking about it, every customer service representative (CSR) in your company relies on one essential tool to do their job effectively: a headset. A well-functioning headset enables them to hear and be heard clearly, and present the company they’re representing in a professional, agreeable way. Of course, most CSRs don’t … Continue reading Every CSR in a customer service center uses a headset—and that’s the challenge »

Today’s CSRs are under pressure to do a lot more for customers. Is your IT department equipped to deliver what they need?

Discerning, informed, and connected. With a multitude of choices in the marketplace, multiple buying channels, and instant access to information, today’s customers have never been more empowered, or more demanding. They’ve come to expect the ability to deal with a company on their own terms, very often opting for the convenience of self-service. So, when … Continue reading Today’s CSRs are under pressure to do a lot more for customers. Is your IT department equipped to deliver what they need? »

Technology Innovation for the Contact Center Headset

Q&A with Plantronics designers Lead designers Soohyun Ham and Karim Damji answer key questions on how Plantronics created the all-new EncorePro Family. From putting themselves in the customer’s shoes to future gazing, they explain what inspired one of the most advanced contact center headsets available. Where do you find inspiration for your designs? Soohyun: Every process … Continue reading Technology Innovation for the Contact Center Headset »

Critical Moments of Truth for Customer Service

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Your customer’s preferences are changing.  In the past, their default action would have been to pick up the phone.  Now, well they still pick up the phone, but they’re probably using it to get a hold of your automated FAQs.  Yet what happens when your IVR can’t address your customer’s issue and your website or … Continue reading Critical Moments of Truth for Customer Service »