Call Centre Profiles | Contact Centre Monthly

Call centre profiles

Playing the Generation Game

February 9, 2016 • Call centre profiles, Jargon Buster • 1330

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 • 1357

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 • 1638

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 • 2597

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 • 2235

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 • 1608

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

8x8

September 20, 2018 • 247

Natural Language IVR

OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice Recognition) I’ll admit it – I have a smart speaker. At first, I was uncomfortable speaking to it and making it do simple tasks that I was more than capable of doing myself. [&hellip...

Articles Read More

November 13, 2018 • 92

How to Improve Customer Satisfaction with Self-Service

There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly ingredient in the contact centre. Any technology which reduces the demand for agents will reduce your overall cost of delivery. This makes self-service technology an exciting proposition as it provides a better customer...

Blog Read More
November 13, 2018 • Blog • 100

What is Digital Transformation?
November 13, 2018 • Blog • 108

Should your Contact Centre join the Cloud?

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