Analogue To Digital: VOIP, SIP Trunks And Call Centres
One of the greatest challenges contact centres face is being able to manage variable volumes of calls in a cost-effective way. Until VoIP (Voice over Internet Protocol), contact centres were constrained by the technological limits of analogue phone lines, as each could handle no
How To Handle Social Media Complaints
Social media platforms have revolutionised human interactions, not only on a personal level, but also from a business point of view. For companies, it is a fantastic opportunity to communicate and engage directly with their customers and get immediate results on marketing campaigns, but
What To Look Out For In A Contact Centre Manager
Nowadays, the responsibility of delivering outstanding customer service is shared by several departments within a company: sales team, logistics, billing, customer service, etc… Although they are all equally important, call centres play, perhaps, an even more crucial role as they will often deal with
Telecoms Company Repatriates Call Centre To UK After Customers Complain
We have often discussed on our blog how fundamental it is for contact centres to get it right to protect your brand, and advised against gambling with your customers’ loyalty. In this day and age, profit is often the bottom line and the temptation
The Autonomous Customer
Over the last five years, British Telecoms, one of the UK’s largest telecoms company, has been conducted research into a new type of customer, the ‘autonomous’ customer, whose behaviour denotes a desire for different methods of engagement with companies. Based on a survey from 10
Trends In Customer Service For 2016
In a world of saturated markets and absence of brand loyalty, companies need to find ways to stand out from the crowd. For some businesses, creating unique products will give them the advantage, but the vast majority of them can only truly set themselves
Ten Ways To Keep Your Brand Identity When Outsourcing Your Contact Centre
Outsourcing your call centre services is an important decision, and it is crucial that, to your customers, it offers a seamless experience. This can only be achieved by ensuring that the contact centre company understands your values. We look at ten ways to convey
Top 3 Tips On Using Facebook To Improve Customer Satisfaction
To be successful, businesses need to meet consumers where they are and communicate with them using the platform of their choice, and in today’s digital age, it is on social media. More specifically, on Facebook. Facebook has been quick to capitalise on its potential for customer
Three Simple Ways To Improve Your Contact Centre
Whether you have observed a decline in customer satisfaction recently or are always on the lookout for best practices, making sure that your contact centre delivers outstanding service is essential to you brand’s prosperity. As we know, satisfied customers will rarely share their experience
How To Turn Your Contact Centre Into Your Most Profitable Asset
All too often,call centres have been perceived by companies as a cost, rather than as an asset contributing to their balance sheet. It might have been true in the past, but call centres have evolved considerably over the last couple of decades, and their
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