Delivering support when it's needed the most - The public sector contact centre

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What challenges did this public sector organisation have? Like many public sector bodies, they told us that making efficient use of existing resources was a key priority. The organisation's old contact centre system was not fit for purpose. The agency was receiving over 20,000 inbou [...]

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Six Steps for Citizen-Centric Experiences in the Expectation Economy

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Recently, I ordered an Amazon Kindle book from my smartphone by mistake. I realised the error but didn’t know how to cancel the order. So I clicked “Contact Us,” and immediately the Amazon messaging assistant sprang to life to qualify my query and offered to connect me to a customer service agent. [...]

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Is your business up to speed when it comes to communication in customer service?

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Today, we have more channels than ever at our fingertips to contact customer service teams, so you would think that getting in touch with a business would be quick and simple. In reality, this is not always the case. Businesses are up against it when it comes to delivering a high quality service, [...]

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Are you doing enough to support flexible working with technology?

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The 9-5 office routine is becoming a thing of the past, with flexible working now a common policy in UK companies. A recent study suggests *72% of workers believe a remote working policy is one of the most important benefits companies can offer them, so companies who ignore it risk being left behind [...]

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What happened at this year’s Call & Contact Centre Expo?

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After an exciting few days at this year’s Call & Contact Centre Expo in London, it is clear that there has been a huge amount of innovation since last year. Businesses are realising that the contact centre is full of useful customer insight, integrating technology into the contact centre and using [...]

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The Rise of the Contact Centre

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With the Call and Contact Centre Expo just around the corner, we’ve taken a look back at how the call centre has evolved over the years. The history of the call centre begins with the invention of the telephone in 1876, but the ability to handle multiple calls came with the creation of PABX around 9 [...]

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