Search Results for: contact centre management

Contact Centre Data Holds the Key to Boosting Customer Satisfaction

Customer service has become a key differentiator for brands, and as a result more businesses are integrating their digital and traditional contact channels to help deliver a more seamless service. Indeed, our latest Outsourcing Index found this to be the...

SAMSUNG Electronics UK Limited – Winners of Best Large Contact Centre at the Customer Experience Awards 2014

For Samsung Electronics UK, winning best Large Contact Centre at the UK Customer Experience Awards in London towards the end of 2014 was a proud moment, not just because it was the first time Samsung has ever ventured into the...

15 top customer contact technology trends for 2015

Adam Faulkner, Founding Director at customer contact technology specialist Sabio lists the trends that will drive customer engagement in 2015. While the UK already sets the standard when it comes to innovative customer service delivery in Europe, 2015 is no time...

Nixxis, call centre software, joins the International Saas community!

The call centre market has still gained ground in the UK and Nixxis, professional software publisher specialized in call/contact centre and customer interaction solutions, aspires to gain more market share. The customer excellence is at the heart of today’s preoccupations. With topics like imperatives of flow...

Improving the Employee Experience in the Call Centre

There are a number of ways you can improve your employees’ experience in the short term. Competitions, prizes and treats are a quick way to increase happiness and productivity – but what about in the long run? Stefan Captijn, Solution...

Back to the future: traditional mentality and modern technology can bring back self-management

The traditional British workplace is very different from what it used to be. The industrial revolution saw people use new technology to increase productivity and automate routine tasks, but they never lost the mindset of making things and then taking...

Behavioural elements within people management programmes

How your people behave towards your customers has a massive effect on reputation and loyalty. But how do you measure and manage something so emotive? I’ve had two positive experiences as a customer in the past week. Both made me smile...

5 Tips for Handling Contact Centre Crisis

In today’s customer-obsessed culture, consumers have come to expect excellence in all areas of service. This has been the driving force behind things such as 24-hour access to customer support and delivery of anything from groceries to cars on their...

How Transformational Outsourcing can provide a new lease of life to contact centres

The past decade has seen a significant shift in organisations’ approach to customer management. Pre financial crunch saw companies aggressively building market share and rapidly deploying voice channels to drive the increasing volumes in customer contact. But over the years,...

Customer Experience in the call centre: New approaches to Quality and Performance

It’s still true that even in this digital age the call centre is many customers’ only point of contact with a company. A lot has been said about the call centre industry, and in most cases it is portrayed in...