Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.
With consumers using an increasing number of channels for customer service, ensuring your company has the right mix backed by the correct level of resources is becoming even harder.
Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have...
Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues. Fail to respond quickly enough to students and their questions, and they will take up offers from other institutions.
From the rise of multichannel to the evolving regulatory landscape and the shift towards hybrid working triggered by the pandemic, customer service in housing associations is continually changing.
Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.
Read our new guest blog from leading contact centre expert Morris Pentel to learn best practice tips that will help you improve your working experience by making it better by design.
Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...
The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...
Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic. How can they deliver innovative service that efficiently meets the needs of their tenants?