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From contact centre to customer-centricity. It's all change!

Trends such as social media and work-from-home agents are driving a major change in customer service. To stay competitive, organisations must change to match this and evolve their culture to focus on being customer-centric. We've put together a series of articles on people, places and technology that cover why customer service is changing, and what practical steps you can take in your organisation to move to the next level of customer-centricity.

Acoustic Intelligence- Protecting your Workforce

There are laws to protect the health and well-being of workers – but responsible companies want to do more than meet legal minimums. That's why at Plantronics we've put outstanding noise-cancellation technology into our headsets. It's why we make cordless devices, to increase mobility around the contact centre. And it's also why we offer noise-testing services.

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SoundGuard

Voice stress is bad for your contact-centre agents, and it's bad for your customers too. "Sorry, what did you just say?" In this article, we look at key ways of tackling it: well-designed headset microphones cancel background noise and make speech more intelligible; and speech-impact training can make a big difference.

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Send your Contact Center home

Unified Communications (UC) makes it easier to allow contact centre agents to work from home – but careful planning is needed to make this a success. This article looks at the key factors, including creating the right working environment, using UC presence information to check agent status – and making sure everyone's on board.

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Is customer service really changing?

With contact centres moving from managing routines to managing exceptions, the skillset of staff is changing to become more focused on problem-solving than procedure-following. The number-one challenge for contact centres is finding and keeping these higher-skilled people – when they leave, they take valuable knowledge, skills and experience with them, reducing the service quality. Recruitment and retention of experienced customer advisors is now a key performance indicator for all contact centres – and is crucial to delivering a great customer experience.

Communication Tools

Voice of the Customer - Are you listening?

In a world in which so many communication channels are available to customers, it's important for companies not only to use them all, but to link them – and in this article, we look at how this can be achieved and at the benefits you can attain. What's more, the article argues that contact centre ought to be a key part of your approach.

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Acoustic Intelligence- Protecting your Workforce

There are laws to protect the health and well-being of workers – but responsible companies want to do more than meet legal minimums. That's why at Plantronics we've put outstanding noise-cancellation technology into our headsets. It's why we make cordless devices, to increase mobility around the contact centre. And it's also why we offer noise-testing services.

Find out more

Communication Tools

Wireless Training

Wireless headsets have so many advantages. They're comfortable and convenient for your agents, but they have benefits for your business too – and in this article, we take a look at some of them, giving great examples of measurable productivity gains achieved by leading companies. They're a real win-win for everyone!

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Profit Centre, not Cost Centre

Modern customers unsubscribe from mailing lists, take themselves off cold-call lists and do much of their business with you remotely.

That's why it's important to make the most of the opportunity when they do get in touch – and in this article, we look at the growing role of the contact centre in revenue generation and brand ambassadorship…

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Technology for contact centres is changing at a more rapid pace than ever seen before

Unified communications, cloud and real-time speech analytics are all competing for your attention and budget. But these are high-budget, high-risk items – might there be more value in following a marginal-gains approach, where we look for lots of small improvements from simple initiatives like wireless headsets to improve collaboration? Or audio processors to clean up sound and remove mistakes?

Find your expert

In a world in which people can buy products and services remotely, putting a space between them and the companies that serve them, unified communications systems are more important than ever. This article shows how unified communications can be key to establishing and maintaining relationships with customers, creating a climate where positive social-media feedback is more likely.

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Finding and keeping the right people

We are hearing more about hyper-specialists and networked experts as the future of employment; I want to add marketing experts or brand ambassadors to that list. Given the increasing strategic importance of contact centres that we have already discussed, employees within the contact centre have just as much influence on brand as marketing departments do – and this will increase in the future.

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How to improve service quality using wireless headsets

As the role of the contact centre changes from managing routine transactions, to managing exceptions, we will increasingly see more than one person needed to resolve customer issues. Collaboration tools will be increasingly used within the contact centre to bring supervisors and subject matter experts onto a call to achieve first call resolution targets.

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Acoustic Intelligence - Don't Get Stressed

Voice stress is bad for your contact-centre agents, and it's bad for your customers too. "Sorry, what did you just say?" In this article, we look at key ways of tackling it: well-designed headset microphones cancel background noise and make speech more intelligible; and speech-impact training can make a big difference.

Find out more

Communication Tools

EncorePro

If you haven't heard about the outstanding quality of the Plantronics EncorePro™ headset, this great device has an ergonomically designed microphone boom, a wideband-frequency speaker for clearer conversations, great noise-cancelling performance, and reliability so good it's covered by a three-year warranty…

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Save Money with Wireless

There are many emotional reasons for purchasing a wireless headset – it's simply a nice product to use, and the lack of a cable implies a level of trust and freedom for the person wearing it. There are also solid rational reasons for using wireless – they can significantly contribute to efficiency improvements and cost savings for an organisation. Let's look at the scenarios where wireless can help you save money.

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The Right Environment

If the customer experience is defined by your people, then the workplace has a major impact too. People's attitudes – their sense of community, common culture and their motivation and desire to succeed – are all shaped by the nature of their workplace. A new generation of workplaces is emerging: the smarter contact centre, defined by a user-centric design to encourage openness and collaboration; or the home environment, designed for the increasing number of people choosing home-based customer service as a lifestyle choice.

The Hottest Place for your Contact Centre

There are so many benefits of allowing agents to work from home, and this article takes an enthusiastic look at them.

For workers, the advantages include greater convenience, more flexibility and less travel – and for employers, the benefits include the ability to recruit from a wider talent pool, greater flexibility in organising shift patterns, and reduced overheads at the centre.

Understand How

Send Your Contact Centre Home

Unified Communications (UC) makes it easier to allow contact centre agents to work from home – but careful planning is needed to make this a success. This article looks at the key factors, including creating the right working environment, using UC presence information to check agent status – and making sure everyone's on board…

Understand How

Trusting Remote Workers

Even though staff are measured in every dimension like no other department within an organisation, and proof is readily available of good performance, trust is unfortunately not an inherent part of the culture in contact centres.

Understand How


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