Customer
Contact
Insights

Is your organisation’s in a ‘defendable position’?

A deal? Not a data deal

Preparing for a post Brexit world…the implications on data usage

Will relaxed homeworking regulations increase risk?

Why contact centres must prioritise the security of customer data.

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 who have moved quickly to wholly distribute their workforce are still faced with massive operational challenges including erratic levels of demand, huge changes to channel usage and how to engage, motivate and support staff without a physical connection. But there are also key and often pressing regulatory and compliance questions to be understood and addressed.

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.

Recent research shows that the big three mobile operators are falling short on customer service, we highlight the top customer service complaints.