Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With technology reducing the requirement for low level agent customer interactions, more emphasis is being put on developing skilled representatives who are able to deal with more complex enquiries and scenarios which require the human touch.
Who’d work in a contact centre when “everyone’s angry”?
Adding more channels doesn’t automatically create better customer service. If systems, data and teams remain disconnected, “multi-channel” can quickly become multi-silo. So what does a genuinely joined-up model look like?
New year, new you? So, it’s all over. The preparations, food, presents and Santa has been and gone. It’s a new year but is it a new you?
What’s all the fuss about? The past few months have been busy ones here at Contact Centre Panel. So much so, some of the latest news and updates in the world of tech have well and truly passed me by.
Better customer experience depends on better data. But if information is fragmented, inaccessible or poorly governed, even the best CX technology will struggle to deliver. So where should businesses start?
I’ve recently got hooked on the latest big mobile game that is Marvel Snap. A “free-to-play” mobile game, where players collect cards based on Marvel characters, building competitive decks based on those cards’ stats and special powers and then battling other players. It’s fair to say that any spare time between work and dad duties has been taken up with a few games of Snap here and there!
The FCA’s Consumer Duty regime is a big deal. It’s been a long time in consultation, review and preparation and if you are an FCA regulated firm and if you’re not already very familiar with what it means, then it’s probably time to start panicking!
Celebrating an oasis of opportunity. As the east wind blows in the first of the winter frosts, it’s a warming thought to remember a very pleasing and refreshing two days spent at Call & Contact Centre Expo (C&CC Expo) a few weeks ago.
On the 2nd Nov 1992, I hung up my sailing gear and joined The Decisions Group in Wimbledon. I’d married my bride the year before, got well beaten in Olympic selection by my best man earlier that summer, and was keen to throw myself into something new. By chance, that day was my birthday, and on reflection, that day was indeed a new beginning.
Over the years I have spoken with many individuals and businesses about this very subject, many who buckle at the knees at the thought of spending money on accreditations and certifications to demonstrate their compliance. You only have to look back to the 25th May 2018 when the GDPR came into effect and the utter chaos that this caused to the industry leading up to it.
Sales contact centres can’t afford to leave performance to chance. Better use of data, technology and coaching can improve contact rates, conversion and agent effectiveness – but where should you focus first?