Blog > Contact center management
You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015. This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which …
Telephone number changes – 0845 ain’t dead yet! Read More »
Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but …
10 simple ways to reduce average call handling time in your contact center Read More »
IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency. However when it’s badly used, IVR can be a huge source of frustration for callers and ultimately results in lost …
Ten tips for offering your callers a positive IVR experience Read More »
The way customers interact with business is changing. The phone is being replaced as the first point of contact by the company website, often reached from a mobile device, allowing for an interaction far richer than can be achieved by phone alone. Customer interactions can now move from one channel to another, escalating in the depth …
PCI DSS (payment card industry data security standard) is a set of standards designed to ensure that any company which processes, stores or transmits credit card information does so securely. If you ever handle any credit or debit card payments over the phone in your contact center then PCI DSS applies to you, regardless of …
Consumers expect more from contact centers I read with interest the results of the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in July 2014, which confirmed a national downward trend in customer satisfaction as an increasingly empowered, digital generation puts more pressure on organizations to deliver excellent customer service in real time and, increasingly, via …
Five ways to make your contact center more powerful Read More »
