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.
Recent research shows that the big three mobile operators are falling short on customer service, we highlight the top customer service complaints.
The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results.
In the Contact Centre and Outsourcing industry Digital Disruption is big. Deep learning, Artificial Intelligence and chat bots are on everyone’s lips. At the sharp end, what impact is being felt?
In this article, we consider the differences – and the similarities – between B2B Contact and B2C Contact to establish how B2B specialist Contact Centres can add value to the right business relationships.
Do we need to be living in fear of the robot uprising, or is it business as usual?