Tag Archives: contact centre

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 »

The hottest place for your contact center

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Where is the hottest place for your contact center this summer? Should you be looking at cost reductions by setting up in a far-flung climate like The Philippines? Or should you be exploring a solution that provides cost reductions, productivity improvements, and is closer to home – or even at home? Of all the things … Continue reading The hottest place for your contact center »

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? »