Tag Archives: contact centre

Will Hillary be the contact centre manager of the year?

Each year, the Call Centre Management Association runs the UK National Contact Centre Awards. This is one of the most prestigious awards in the UK customer service industry – the ceremony this year will be on May 15th. I’m really proud … Continue reading

Posted in Contact Centres, Current Affairs, Human Resources, Telecoms | Tagged , , , , , , , , | Leave a comment

Great #custserv where it is least expected

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , , , | Leave a comment

Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

Posted in Contact Centres, Current Affairs, Human Resources, Innovation, Social Media | Tagged , , , , , , , , | Leave a comment

The RSPCA slashes response times from 2 days to 20 minutes

The RSPCA is a highly respected organisation in the UK. When animals are suffering abuse, RSPCA inspectors swoop into action and animal cruelty cases can result in criminal convictions. But the RSPCA usually replies on calls or messages from the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , | Leave a comment

And so 2014 is almost with us…

I recently asked you – the blog readers – for your ideas on trends we might see in the industry in 2014. I have seen a few great ideas on Twitter and I’m grateful to everyone who has been sharing … Continue reading

Posted in Contact Centres, Current Affairs, Innovation | Tagged , , , , , , , , , | Leave a comment

31 hours on hold at the call centre

Research published in the Retail Times shows that British adults can expect to spend 31 hours of their life on hold with a call centre. This isn’t an attractive prospect for anyone based on the headline, but what’s important to … Continue reading

Posted in Contact Centres, Current Affairs, Innovation | Tagged , , , , , , , , , , , , | Leave a comment

Customer service is changing fast – can you keep up?

It’s always nice to see my own photo in the press, but somehow it’s even better when it is the regional media – our local paper in Bristol – and they are pointing out how important Teleperformance is to the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , , , | Leave a comment

The next generation contact centre

I noticed a short video this week where Ovum analyst Peter Ryan talks about the next generation contact centre. And he also manages to summarise this immense topic in about a minute – something many of us in the industry … Continue reading

Posted in Contact Centres, Current Affairs, Social Media | Tagged , , , , , , , , , , , , , , | Leave a comment

Amplifying your voice

The assumption on most social networks is that any conversation between the company representative and the customer (or potential customer) is open and visible to all, whether as Twitter messages or a Facebook wall discussion. Calls to a contact centre … Continue reading

Posted in Contact Centres, Customer Service, Social Media | Tagged , , , , , , , , , , , , , | Leave a comment

Customers changing medium with the same expectations

The Canadian academic and communication theorist Marshall McLuhan once said, “The medium is the message.” His work predated the Internet, but he famously predicted many of the ideas around consumers eventually being part of a global village that we now … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , , | Leave a comment