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 areas – people (culture, management and recruitment), spaces (physical locations … Continue reading Customer Service, Evolved
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 you really need for your contact center to work productively, … Continue reading The hottest place for your contact center
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 their self service approach. So why not real time video? … Continue reading Why isn’t video taking off in the contact centre?