Customer
Contact
Insights

Through these unprecedented times has the contact centre industry seen governance between a client and its partners become less or more important? Have businesses considered how they are to shape this into their future ways of working?

In this article, I offer my thoughts on successful governance; some options for frameworks and share how I believe good governance can add real value to a relationship.

Contact centres have moved to homeworking at extraordinary speed. Could this forced experiment finally unlock the flexibility the industry has talked about for years – and permanently change how and where customer service is delivered?

The business landscape in the UK is changing on a daily basis, as a result of the Covid 19 virus. Despite non-essential shops being closed and new restrictions on movement across the UK, there is still an inevitable demand for customer service.

What changes when customer experience has a real voice at board level? Ben Lappin of The Guardian explains how better customer insight can improve priorities, retention and business performance.

Contact Centre Panel has launched a new initiative, created to identify and measure customer service trends within the automotive sector. The CCP Automotive Customer Service Survey canvases the opinions of senior customer service executives from the industry, mapping their insights to form a cross market view of current and future trends in customer service provision.

If a problem is found with one of your most popular products or services, meaning you have to contact all your customers to offer a solution or replacement. How would your service team, or your outsource customer service partner, cope?

We take a look at some of the potential pitfalls of automation and put forward our thoughts on how to avoid the poor use of technology within your customer-facing operations

Black Friday falls on 29th November this year, so is your customer service provision geared up and ready for the sudden rise in demand?

Since the energy supply sector became competitive, there has been an unending cycle of consolidation and failures as the largest players have sought cost savings and new entrants have miscalculated the demands of the industry. How do energy companies achieve good customer service results in such an embattled sector?

Is what people say about you as an employer on Glassdoor creating challenges of recruitment and team management in a world of review culture?

Customer service is top of the list when we’re working with our network of contact centres. Excellent customer service experiences are what sets our Network partners apart, which helps us to achieve longstanding relationships with over 88% of the businesses we introduce to our contact centre network.

In June 2018, we wrote ‘Rise of the Robots’, a short article which struck a chord with many people. Over a year later, we think it’s time to see whether the future we worried about is happening… yet, or at all.