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WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR Many studies have shown that customer experience is playing an increasingly important role to help businesses stand out from the competition. Meanwhile, product and price are increasingly taking a back seat. The task of customer experience management is to CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy.MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a- SURVEYS ARCHIVES
Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR Many studies have shown that customer experience is playing an increasingly important role to help businesses stand out from the competition. Meanwhile, product and price are increasingly taking a back seat. The task of customer experience management is to CONTACT CENTRES HIGHLIGHT ‘SECURITY BREACHES’ BIGGEST Over a third (34%) of contact centre professionals, polled for a new survey commissioned by Enghouse Interactive, highlighted ‘security breaches’ (i.e. anonymous people entering meetings uninvited) as one of the biggest challenges their organisation faces when using videocalls. This is
7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. WHY CUSTOMER SATISFACTION IS IMPORTANT IN FACT VERY Why Customer Satisfaction Is Important – When it comes to delivering a product or service, the main focus for any business should be customer satisfaction. In short, customer satisfaction is the measurement of a customer’s perceived quality and value towards a company. More often than notMACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a* ____Twitter
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