As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to provide a positive customer experience, the role of training cannot be overlooked.
Contact centres need all the help they can get during the busy peak season, and gamification could be the answer, says Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream.
Business contact centres are often the first port of call for consumers with queries or complaints, and are typically high-pressure work environments. Call volumes
The lead up to the holiday season can be daunting for those in the retail industry, particularly for call centres and contact centres who bear the brunt of the increased workload, and often heightened tempers. While managing this period might seem overwhelming to the staff and managers involved, there are some key things to bear in
There is endless data that supports claims of how technology is shifting how we interact with each other and with the information we gather, but even more telling than the numbers, is the change in terminology from a call centre to a contact centre. It’s not just about a sea of agents fielding incoming calls anymore. Instead, contact
Cloud-based contact centres have massively increased in popularity over the past 8-10 years. Figures suggest that 41% of contact centres have already migrated to the Cloud or are in the process of doing so, and another 36% are learning more about it. Cloud-based contact centres provide your business with a number of significant benefits, including
Customer experience management is not a trend. It also is not something that only affects those in customer service or in a call centre. Customer experience management is a very real and very valuable consideration for every business, and one that can affect the bottom line. But, according to our co-founder, Jed Hewson, you can’t
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With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution.
There are a few key considerations that should inform a business owner’s decision around what solutions and systems to implement in
Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage specialist technology, we need specialist resources, for a number of reasons. With managed services such as cloud-based