To help navigate these changes, here are 5 key steps on how to design a customer service infrastructure that not only keeps you on right side of the law but will supercharge the support you provide to your ever growing customer base.
We are constantly told that there are no bad ideas and maybe there aren’t – maybe it’s the execution of ideas that results in undesirable outcomes
Even through these adverse times, the outsourcing industry in Ukraine has remained resilient and is still very much open for business – providing a lifeline to those who need it most.”
When an afternoon away from the office resonates in this many ways it is only right that we should share the learnings, observations and unexpected parallels.
As contact centres roles are transitioned to relatively new offshore locations like South Africa, does this quiet ‘second wave of offshoring’ signal the end of the mainstream, volume UK outsourced contact centre market?
What’s new to me, you may have done several times before. So, sharing in the experience of others could help us get further than by trying to go it alone. Like the African proverb says “if you want to go fast, go alone. If you want to go far, go together”.
Does committing to a traditional fixed-model outsourced contact centre arrangement feel like a risky undertaking these days? Are some outsourcers at risk by sticking with a ‘vanilla’ static service contract, rather than moving with the times? Let’s find out.
In today’s fast-paced world of customer service, call centres remain at the forefront of customer interactions. However, with the rise of digital transformation, AI and changing customer expectations, the demands on call centre staff have never been higher. As such, the ability for them to learn and grow is more crucial than ever before.
Are team meetings and huddles a thing of the past? Or do they still give team members the opportunity to connect, share insights, and address critical issues? Let’s explore.
Growth means different things to different people and none of them are wrong, in this article we seek to highlight how a win/win can be achieved in terms of business and personal growth.
With roughly 70% of agents in the UK under 26, are we placing too much of an expectation on those young shoulders? And can empathy skills even be acquired in a short space of time rather than as part of a life long journey of experience and learning?
In a contact centre technology world now dominated by AI and multiple customer engagement channels, it’s essential that whatever we use to measure quality is looking at everything we do, all of the time.