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The UK Contact Centre Decision-Makers’ Guide – Be Part Of It. 12 November 2024. Contact- Centres. With insights built on hard data, the 22nd annual edition of “The UK Contact Centre Decision-Makers’ Guide” is…. Contact Centre News and Information from the UK Contact Centre Industry. The go to website for all contact centre ...
2024: A Year of Experimentation in the Contact Centre Industry
Jan 17, 2024 · Stuart Dorman is Chief Innovation Officer at Sabio Group. Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
Inbound Calls Declining & Outbound Calls Soaring – How to …
8 hours ago · However, the survey also highlighted an interesting shift; inbound calls are slightly declining, dropping from 55.4% to 53.1%, while outbound calls are on the rise, growing from 12.7% to 14.5%. This trend suggests that contact centres are increasingly relying on outbound calls to manage call volumes, drive proactive customer service, and ...
The Future of the Contact Centre is Right Here Right Now
Mar 10, 2022 · The future of the contact centre is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start of the pandemic, experts were forecasting the coming decline of the contact centre. No one could have predicted how shifts related to COVID-19 would shut ...
Unveiled: What are Contact Centres Doing Right Now?
Oct 22, 2024 · The “What Contact Centres are Doing Now” report isn’t just a collection of fascinating facts to drop in your next Teams call or office kitchen chat. It’s a roadmap for contact centre leaders who are serious about driving improvements during the rest of 2024 and the upcoming 2025 (and beyond). By zeroing in on advisor experience and ...
Contact Centre Management: What It Is and 7 Best Practices
Apr 19, 2022 · Call centre management best practices. 1. Hire the Best Employees. It’s a no-brainer but super important: hire the best employees. Working at the service level requires more than just basic communication skills. You’ve got to make sure you screen all prospective employees, assessing their level of customer care, memory, articulation ...
Planning Tools & Techniques to Maximise Contact Centre …
Sep 21, 2022 · New tools and techniques are constantly emerging to help planners better predict contact volumes, improve demand planning and maximise contact centre performance. Here are the essentials: 1. Expect the unexpected – make the most of powerful “What-If” scenario planning built into modern workforce management (WFM) solutions to model the ...
11 Customer Service Trends to Delight Customers
Jan 29, 2024 · Stale scones and lukewarm tea – that’s what often passes for customer service these days. But for those of us in the UK retail space committed to delighting customers, 2024 has baked up some tasty trends we can serve up to take customer care to the next level.
Intradiem Partner with Five9 to Enable Real-Time Contact Centre ...
2 days ago · Intradiem Announces Partnership with Five9 to Enable Real-Time Contact Centre Performance. Intradiem today announced its partnership with Five9, the intelligent CX platform provider. This collaboration will help contact centres achieve greater efficiency, productivity, and employee satisfaction. Specifically, the partnership will drive positive ...
Mitel Strengthens Partnership with Talkative with Contact Centre ...
3 days ago · Mitel® and Talkative have announced an expanded partnership that will bring leading generative AI (GenAI) tools to Mitel’s contact centre solutions designed to help organizations simplify daily workflows and elevate the customer experience. Modern contact centres face growing challenges. They often struggle to recruit and retain skilled ...