Call Centre Profiles | Contact Centre Monthly

Call centre profiles

Playing the Generation Game

February 9, 2016 • Call centre profiles, Jargon Buster • 1796

Børge Astrup, Managing Director of Intelecom Contact CentreDivision offers his top five tips for overcoming the Millennials...
I love you so much, I just couldn’t imagine living without you!

February 9, 2016 • Call centre profiles, Jargon Buster • 1834

February is the month of love! Valentines day comes just 2 weeks into the month. Men all around the country set reminders to make...
Cabot Credit Management: 7 key lessons for implementing analytics

September 16, 2015 • Call centre profiles • 2163

When debt solutions company Cabot Credit Management wanted to gain greater insight into its daily interactions with customers,...
Homeworking: a flexible working culture for LV=

September 11, 2015 • Call centre profiles • 3614

At LV= there is an all-pervasive belief that if you look after your employees, the business performance will look after itself....
British Gas: A comprehensive review of working patterns

August 13, 2015 • Call centre profiles • 2939

The first strategic shift review at British Gas in seven years supported a fundamental cultural change in the business based on...
How Genesis Housing is using actionable customer insight

August 7, 2015 • Call centre profiles • 2256

A clear strategic goal for Genesis, one of the UK’s leading housing associations, is to improve the level of resident...

November 18, 2019 • 293

Implementing the right chatbot – expert tips for a successful chatbot project

As the contact centre moves into the digital age, chatbots are fast becoming a regular fixture. The benefits of this solution are plentiful – providing contact deflection from the contact centre (resulting in a reduction in costs), delivering improvements in customer resolution rates, and boosting customer and employee experience. However, to...

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December 12, 2019 • 36

Saving Christmas from the Contact Centre of Doom

Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out … As December 25 gets closer, customers across the land can sense there’s a chill in the air (reports Holly Frost). Consumers [&hellip...

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November 27, 2019 • Blog • 87

How micro-moments drive customer channel choices
November 20, 2019 • Blog • 189

Contact Centre Automation is a Key Component of Consistent Customer Service

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