How to Improve Customer Engagement in Five Simple Steps
Research by the Harvard Business Review (HBR) suggests it is important to make it easy for your customers to engage with you rather than just reducing Customer Effort, this not only improves satisfact
View ArticleSurvive and Thrive in Peak Periods
What role does technology play in delivering more efficient, multichannel customer service throughout peak periods? Handling heavy traffic during peak periods is a headache for all contact centres
View ArticleChannel Shift How Much are Avoidable Calls Costing You
In an interview published by McKinsey earlier this year, Mike Bracken, Executive Director of the UK’s Government Digital Service, reported that 693 million calls were received by central government
View ArticleRaising Contact Centre Efficiency
Generally speaking, efficiency refers to the ability to accomplish a task with the minimum expenditure of time and effort.
View ArticleSelf-Service Automation for Councils What Services are Suitable for Automation
Local councils are a hub of information and services that resident’s need to access on a regular basis. Councils strive to reduce the cost of all services and increasingly utilise channel shift to
View ArticleCairn Housing Association Chooses Netcall for Complete Customer Engagement
Netcall partners with not-for-profit Scottish organisation Cairn Housing Association to improve service delivery, using social media analysis and engagement capabilities for the first time.
View ArticleMulti-Agency Safeguarding Hubs MASH
It is complex to create clear meaning from random pieces of a jigsaw puzzle. When seen from this perspective, it is easy to understand how difficult it is for independent agencies, using the current
View ArticleTop Tips for Exceeding Customer Expectations
Today’s customer has increased demands and expectations for speed and efficiency when dealing with their communications. Whether by web, email or phone, customers now expect to be able to contact yo
View ArticleHow are You Personalising Your Customer Interactions
Your customers are now demanding ever more ways to contact you via channels such as voice, email and social media. Ensuring that your customers feel that they are receiving a personalised experience h
View ArticleChannel Shift Might be Right for Your Customers But is it Right for the...
'Channel shift’; the creation of effective and efficient channels that are most appropriate for the customer and organisation (source Google).
View ArticleAre You Getting the Best Out of Your Multichannel Contact Centre
With the growth in customers using multiple channels such as web, email and social media to contact organisations, it has become very important for Customer Service Managers to manage and respond to a
View ArticleHow Are You Cracking Down on Non-Emergency 999 Calls
There’s a rat in your shower, a squirrel with rabies or you’ve missed the train – who are you going to call? The Police publish numerous articles urging the public to think carefully before
View ArticleEnhancing The Customer Experience With Significantly Better Integration
Increasingly, organisations track customer satisfaction scores; data confirms that loyal customers spend more and cost less to serve. Providing an 'effortless engagement' for customers’ demands time
View ArticleWebinar Improving First Contact Resolution
This interactive webinar will demonstrate how you can exceed your customer expectations by improving First Contact Resolution.
View ArticleNorthern Housing Association Brunch
Join Housing Association peers at this highly informative half day event, where you will explore how our solutions have helped unify services whilst reducing costs across multiple channels for many Ho
View ArticlePeak Performance Fast Contact Centre Support at Times of High Demand
Getting the right mix of integrated technology is key to efficient, multichannel customer service throughout peak periods. Peak periods can be incredibly disruptive, especially those resulting from
View ArticleSouthern Housing Association Brunch
Join Housing Association peers at this highly informative half day event where you will explore how our solutions have helped unify services whilst reducing costs across multiple channels for many Hou
View ArticleThree Top Tips For Unifying Your Customer Information
Unifying your customer information in one place that is easily accessed by your contact centre agents is the nirvana of improved customer service. Implementing a Unified Agent Desktop solution can del
View ArticleSeven Tips Around Multichannel Integration in Your Contact Centre - Part 1 of 2
Offering your customers multiple channels to contact you, such as web, phone and social media, is becoming increasingly more important. Whilst trying to provide your customers with all of these diff
View ArticleHow Can Social Landlords Improve Customer Service Without Incurring Higher...
Research by the Joseph Rowntree Foundation confirms that the affordable housing sector is experiencing a period of rapid change. Universal Credit and continued recessionary pressures impact the resour
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