Category Archives: Contact Center-UK

People, Places, & Technology: Developing a Humanized Customer Experience Around the World

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Customer service has seen more change in the last five years than it has in the last 35 years combined. Given higher customer expectations, multiple points of engagement, and the growth of social media, your company’s brand reputation is now under more public scrutiny than ever. People Because of the points mentioned above, it’s your … Continue reading People, Places, & Technology: Developing a Humanized Customer Experience Around the World »

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 »

Why isn’t video taking off in the contact centre?

I was asked a question today whilst delivering a webinar.  Why isn’t video taking off in the contact centre?  Many organisations are trying to personalize their customer experience, to create a better connection with customers.  Video is proven to be an engaging content type for marketing, and many companies are also using video as part of … Continue reading Why isn’t video taking off in the contact centre? »