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.
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.
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.
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!
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…