Tag: Customer service

3 Steps to Creating a Kinder Call Centre Experience

We often hear about customer service being increasingly used as a business differentiator, but what does this really mean? After all, customer service comes in many guises and means different things to different people. Some people simply want fast service...

Doubts Among Mid-Size Call Centres on Meeting Customer Needs

A majority of European mid-sized call centres understand the advantage in a connected customer journey, but only 14 percent are confident in meeting current and future needs. That is one of the findings published in a new independent research study conducted...

Call Recording and the Future of Enhanced Customer Service

Historically, businesses have primarily perceived call recording as a regulatory insurance policy. The typical process was that calls were recorded, archived, and then accessed whenever a complaint was made. Some organisations still see call recording primarily in this way today. Other businesses...

Efficiency through Contact Centre Basics

In order to run a successful contact centre, operational efficiency needs to be continuously upheld. There are different components to contact centre efficiency, including how your staff interact with customers; how streamlined procedures are; and whether operations are running in...

Real Estate: Moving From an Asset-Centric to a Customer-Centric Industry

The Real Estate industry used to be straightforward, with a traditional business model where you could secure a piece of land, hire a reputable architect to make plans, then a contractor who would open up a site office, and the...

The Changing Face of Online Customer Service Platforms

Customer service has always been a critical tenet of any business model, and the internet is beginning to take centre stage in terms of exposure alongside revenue generation. However, the entire concept of client relations is changing at what can...

Quiz: How Well do YOU Know Your Contact Centre?

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

Accelerating Business Through Customer Centricity

Customer centricity is a reflection of our culture, process, Customer Experience, customer friendliness, and customer satisfaction surveys. It is also an association of our product and quality services offered to our long-standing customers. According to recent research, 89 percent of...

‘So, how did YOU get into the Contact Centre Industry?’

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

Right Here, Right Now: How to Handle Customers’ Changing Perception of Time

“Time heals all wounds,” they say… except for consumers. For them, it seems time actually exacerbates all wounds. We 21st century customers have become used to having virtually all we want – from online shopping to real-time support – in the...