Who calls a contact centre anymore?

In the age of digital transformation, the demand for customer self-service is increasing, and many organizations are focusing on developing their online and social media customer service channels. But is it making customer service more efficient? There’s the assumption that phone calls would be...
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How digital transformation is impacting eating out

Eating out has become part of the modern day culture, and whether it’s fast food or fine dining, the customer experience matters. It’s not enough to have efficient service while enjoying a meal because technology has prompted customers to expect much more. So what role can digital transformation...
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What is the cost of the sound of silence?

In my experience, when contact centres get a bad rep, it’s because customers feel as though they spend an inordinate amount of time waiting. They wait to get through, and then often wait to be connected to the right department; and when they finally get through to the right agent, there are more l...
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Growing Contact Centre Advisors into Team Leaders

        Date & Time: 30th November 2017 12- 2pm Venue: 60 Trafalgar Square, London, WC2N 5DS Growing Contact Centre Advisors into Team Leaders The contact centre provides excellent opportunities for career progression. Moving talent from the front l...
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The new face of customer service in the energy sector

The energy sector has been a laggard when it comes to customer service and the power of the customer. With a few large players, antiquated systems driving limited data and convoluted processes customers had little influence over the market. But all of this is changing. With new entrants in the indus...
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Finding the facts amongst the fiction regarding AI & Customer Service

Thanks to Hollywood there is an initial perception that AI spells doom for humankind.  Add to this a host of poorly researched news articles that claim machines will entirely replace humans in the workforce, and it’s no wonder that businesses are hesitant to invest in digital transformation. Indu...
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