Call Centre Profiles | Contact Centre Monthly

Call centre profiles

Playing the Generation Game

February 9, 2016 • Call centre profiles, Jargon Buster • 1731

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 • 1775

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 • 2096

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 • 3486

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 • 2834

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 • 2192

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

October 11, 2019 • 111

The pitfalls of workforce management and how to overcome them

Workforce management (WFM) is critical to the ecosystem of a call centre, with benefits ranging from reduced costs thanks to automated schedules and an improved customer experience as a result of happier agents. However, some contact centres have trepidations when it comes to implementing this kind of technology, worrying that they could fall into...

Articles Read More

July 4, 2019 • 816

Enhancing the Customer Experience: How Artificial Intelligence is Transforming Contact Centres

AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to enhance customer experience. Artificial intelligence (AI) has the potential to sift through large volumes of data to uncover unique and valuable insights. In the Contact Centre environment, you can imagine the capability...

Blog Read More
July 4, 2019 • Blog • 570

Are digital channels really any cheaper?
February 11, 2019 • Blog • 1704

Lessons in enhancing customer experience

Problem retrieving data from Twitter

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