Customers are less happy to self-service complaints, refund queries, and routine servicing than in 2021 A new study commissioned by the CCMA and Odigo highlights a drop in self-service satisfaction across multiple contact reasons. An excellent example of this is complaints, with just 28% of customers now happy to self-serve them. In 2021, 34% of customers were willing to do so. Yet, this trend extends beyond submitting complaints. The “Voice of the Contact Centre Consumer 202

Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional business continuity and an easy way to empower team members wherever they are with innovative tools and software. In the last couple of years, the number of “as a service” solutions gaining attention from business leaders has grown significantly. Companies started by shifting their UC environments into the cloud, and now they have, they’re

Rohit Rakkar at Playvox provides three tips for optimizing your contact centre schedule. There’s nothing more important than creating an optimal contact centre schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact centre schedule isn’t doing more harm than good? A cluttered, complicated schedule can create inefficiencies and cost precious time that could be better spent w

Given that this week is Mental Health Week in the UK (9th - 15th May 2022) we thought it might be useful to include this article that first appeared in Contact Centre Monthly. Kerrie Grace is one of Interact Contact Centre’s Senior Operations. Since joining Interact as an advisor, Kerrie has blossomed into an exceptional manager. “I joined Interact as an advisor when the company started and have now been with the company for over 10 years. It’s been an incredible journey, and

If you can earn a customer’s loyalty, they’re not only certain to return to you time and again – they’ll likely bring along their friends when they do. Read on for the seven best ways to create and preserve a longstanding customer base. 1. Excel at the Basics Your resources as a contact centre are finite. Bearing in mind that most clients have relatively basic queries and complaints, it’s a wise strategy to identify the nature of their most common enquiries – both pre- and po