News tagged: contact centre

10 February, 2022

Half of service agents admit to botching customer service calls

Cambridge, USA. 8 February 2022 – More than half of customer service agents say they botch how they record customer requests during service calls with nearly 40% admitting they regularly fail to understand their customers’ needs because they get distracted according to new research by Pegasystems Inc. The global study, conducted by research firm Savanta, surveyed customer service agents from six countries in the Americas, Europe, and Asia-Pacific to uncover the difficulties they have helping customers and the resulting negative effects on customer outcomes.

12 October, 2021

Differing pandemic experiences between contact centre managers and agents show need for further process and tech assessment

Despite technology being seen as crucial to effective remote collaboration and the delivery of seamless customer experience (CX), the longer-term success of recent pandemic-driven investments is still up for debate, new research from Netcall has revealed. During the pandemic, tech proved vital to keeping the lights on and delivering consistent CX but as we now move again, cracks are starting to show.

08 November, 2018

It’s time to fix broken processes in the contact centre

Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5, writes Jeremy Payne, the international vice president of marketing at Enghouse Interactive.

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30 August, 2018

A lack of customer understanding by CSPs is behind telecoms churn

Sometimes communications service providers (CSPs) are accused of lacking care when it comes to their customers. Mobile providers especially seem to fare badly in polls of which sectors have the worst customer service. But I don’t believe that it’s lack of care that causes telco customer churn, it’s a lack of customer understanding, says Dr Dorian Selz, the chief executive of Squirro.

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21 August, 2018

Emotional connections are the building blocks of customer loyalty

Brand loyalty is achieved through emotion and trust, says Frederic Durand, the chief executive and founder of Diabolocom.

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30 April, 2018

The importance of the human touch in contact centres

In an environment fuelled by technology, it is imperative to customer experience for contact centres to maintain human interaction, writes Frederic Durand, the chief executive and founder of Diabolocom.

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12 June, 2017

Cloud communications provide cost-effective alternative to traditional telecoms

The cloud is now an integrated part of most enterprise IT structures, with organisations running applications, storing and processing data, or hosting platforms in the cloud. The benefits of this are being realised, and it is now time for telecoms to follow suit. Jorn Vercamert, the vice president of Communications Solutions at BICS, discusses how companies can harness cloud-based communications services to help drive business growth and reduce investment and operational costs. (more…)

21 December, 2016

Datametrix selects Enghouse Interactive for contact centre as a service

Enghouse Interactive has announced that systems integrator and network solutions provider, Datametrix, a wholly-owned subsidiary of Telenor Group, has selected Enghouse Interactive Contact Center: Service Provider (CCSP) as the platform for its new contact centre as-a-service (CCaaS) offering. (more…)

16 August, 2016

What will Sabio spend its €35m warchest on? CEO Roberts talks to VanillaPlus

Customer contact specialist Sabio recently secured a multi-million pound investment from UK-based growth investor, Lyceum Capital. The company now plans to grow through acquisitions for which it has raised £30 million ($39.40 million or €34.9 million) of available funding.
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