All blog posts

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 8/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 8th in the series below. With thanks to Steve O’Dell from Talent Q who provided the original article. ************************************************************************************ The average annual attrition rate in contact centres is 24%, according to workplace performance charity skills CFA’s Contact Centre Operations, Labour Market...

The taxi and private vehicle hire sector, like most other service-based industries is under increasing pressure to remain competitive and secure bookings, win council and corporate contracts and cultivate repeat bookings to help ensure long term survival. Additional pressures are also placed on ad hoc business with the launch of online companies like minicabit who offer to automatically compare and present the quotes from local taxi companies within seconds for the customer to then select their preferred option. Customer service...

CONTACT CENTRE GUIDE BLOG: 7/9 - How to Power up Staff with Gamification MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Our 7th blog is around Gamification. With thanks to Scott Buchanan from NICE Systems who provided the original article. The issue of employee engagement is a growing source of tension for service organisations. As customers increasingly resolve...

Recruitment has always been a highly competitive sector with recruitment consultants and agencies pitted against one another to achieve top biller or best agency status. The challenge any staffing agency has, is to replicate the successes of their top recruitment specialists whilst learning from the mistakes made along the way and using these insights to drive better performance and more revenue. Using recorded phone calls for training, benchmarking and best practiceAmongst the many tools for recruitment which have emerged in...

CONTACT CENTRE GUIDE BLOG: 6/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 6th in the series below. With thanks to Mike Jeffries, Contact Centre Manager, Eclipse Marketing who provided the original article. There are many different metrics that enable us to measure the performance of a contact centre and one size certainly doesn’t fit...

The main focus of every school is the pupils. Quite rightly. But every good school knows it’s also important to keep an honest, open and positive relationship with parents. Call recording can make that easy - one of the reasons many schools are seeking to implement it. Gone are the days of costly, cumbersome systems that only IT teachers understand. Professional call recording systems are now affordable and easy to use. And they can help with everything from resolving disputes...

Teleopti have specialised in selling workforce management (WFM) technology for over 20 years and have come a long way since those early start up days in Sweden. With a strong global footprint the company continues to grow its UK customer base - we wanted to find out what’s driving this growth. 1. Teleopti focus solely on what they do best - Workforce Management There are number of bigger manufacturers out there who focus on producing multiple technology solutions, whereas Teleopti’s...

CONTACT CENTRE GUIDE BLOG: 5/9MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter.Please find the 5th in the series below. If you’ve seen Tony Stark in action in the latest Iron Man movies accessing information using powerful touchscreens, voice control and gesture swipes, this isn’t far from reality. These technologies are real and increasingly relevant for the tasks being...

As digital marketing continues to grow, the property sector is no different with estate agents increasingly allocating budget to sites like Rightmove to generate interest in a property and to measure and track performance. Yet once those phones start ringing with viewings being scheduled, rental rates negotiated and offers being put forward, it is surprising how little of this activity which converts that online marketing into revenue is monitored, measured or recorded. As costs for solutions like call recording have...

CONTACT CENTRE GUIDE BLOG: 4/9MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 4th in the series below. Outsourcing of contact centre services can be a very emotive issue and has suffered in the past from poor press and unhappy customers who value ‘a local service’. In spite of this it still remains an appealing option...

Ah, the cut and thrust of retail. It’s a fiercely competitive industry. Survival - let alone success - depends on maintaining a competitive advantage. Such as flawless customer service. Or smooth operations. Or a consistent brand. Or defence against customer complaints. Professional telephone recording helps with all of the above and more. You can benefit whether you are a wedding supplier or a tailor; toy shop or takeaway. Here’s a quick introduction. 1. Improve your operations Ordering stock and receiving...

************************************************************************************ CONTACT CENTRE GUIDE BLOG: 3/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 3rd in the series below. ************************************************************************************ The proportion of call centre seats in the cloud is expected to reach 18% by 2015 according to DMG Consulting. Although still not a huge number this is way up from just 2.2% in 2008....