Lucy HollowayApril 19, 2015 Spring has sprung Spring seems to have every department refreshing their strategies. And as customer relationship management is more important than ever to deliver the best customer experience possible, contact centres will have to shift their focus and equip their agents with the right tools to do so. For those in … Continue reading Spring Clean Your Contact Center
Lucy HollowayApril 5, 2015 Windows big and small should sparkle A whopping 84% of people cannot go a day without using their mobile phone according to a poll by TIME Mobility. We have developed a needy relationship with our mobile phones and tablets as these necessities help us to survive in today’s digitally connected world. … Continue reading Spring Clean Your Contact Centre
Joshua MarchMarch 26, 2015 Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone. The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires … Continue reading The Impact of Social on Today’s Traditional Contact Center
Sarah ClarkFebruary 25, 2015 It is high time you start giving attention to your contact page, if you want your site to be user friendly. No website can be completely user friendly, unless it can provide a smooth flow design template that users find easy to comprehend and navigate. Your website is your online shop … Continue reading 5 Contact Page Design Ideas That Generate Better Lead Conversions
Paul JohnsFebruary 11, 2015 Social media is rapidly maturing and has emerged as a major new customer support channel — one controlled by the customer, not your company. For some major brands, social media now makes up 10% of all inbound volume, and is still seeing swift adoption as most customers move to ‘social first’ forms of … Continue reading Social Media Contact Centers: What New Teams, Training and Processes Will Be Needed?
Lucy Holloway December 23, 2014 Don’t worry we’re not wishing 2014 to be over and done with, we are just prepared. And contact centres should be too, as customer relationship management is more important than ever to deliver the best customer experience possible. What used to be the call centre is now the contact … Continue reading New Year, New Contact Centre Strategy
Do you have a big contact database that may or may not include actual, qualified leads? If you do, you’re not alone. Every year 25% of contact databases will expire and many will do nothing to clean out this list. Instead, marketers send email after email to this database because they believe the more people … Continue reading How to Use Lead Nurturing to Re-Engage Your Contact List
Just seven percent of consumers report that the customer service they experience when dealing with companies exceeds their expectations. While 26 percent have experienced being transferred between agents without resolution of the problem they initially called about. That is abysmal. Without the proper monitoring tools in place, it is impossible to monitor agent and customer … Continue reading 5 Ways Not Using Speech Analytics is Affecting Your Contact Center
