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Adapting to changing consumer behaviour

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”?

How to optimise your customer service solution. Often people talk about multi-channel and digital customer service as some elixir that will solve all their challenges. However, whilst offering the customer more ways to contact you, are you just adding in more plates to spin?

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.

Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.

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 circle of life may be a wheel of fortune, however as the economy gets tougher and disposable incomes reduce, those running sales contact centres cannot afford to leave anything to chance.

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.