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Industry Insights > Page 4

Blog & Insights

Read the latest on making smart conversations happen in your contact centre.

Categories:

CCaaS: How an Expert Partner Can Help Tame the Fear of Cloud-Based Transformation

Industry Insights

13 Jul 2023

How CCaaS Can Transform Your Contact Centre Experience

Technology can be scary. The complexity, the cost, the pace at which it evolves. For businesses, there is a lot riding on it. Everything from day-to-day operations to strategic future planning depends upon the right hardware, the right software, and the right management. In the contact centre space in particular, technology has had to respond...

Industry Insights

12 Jul 2023

How to create a data-driven customer contact strategy

In this line of work, it’s all about making contact. The more you interact with customers, the better your results will be. But how do you improve your ‘hit rate’ – the chances of your calls being answered (or emails replied to), and the likelihood of a positive interaction? For that, you need a strategy....

Finance

27 Jun 2023

A guide for contact centre teams in financial services

The first part of the Financial Conduct Authority’s (FCA) new Consumer Duty legislation came into force on 31 July 2023. All regulated financial sector firms – insurers, lenders, banks, DCAs and more – now have to abide by its rules.  What is the FCA’s Consumer Duty?  So what is the Consumer Duty and what are...

Dialler

24 May 2023

Which dialling mode is right for a call centre campaign?

Which is the best dialling mode? There isn’t a simple answer, because it depends on the use case. The right dialling mode is the one that best meets the requirements of a particular campaign or customer demographic. A dialler is simply a piece of software that automatically places calls to customers, but it can do...

Analytics and Optimisation

23 May 2023

Maximising Customer Insight with Contact Centre Analytics

Every customer communication with your organisation produces data. Over the course of an hour, day, week, month or year, that can amount to thousands of pieces of potentially useful information. But it’s only useful if you can capture and analyse it. That’s the role of contact centre analytics. Understanding contact centre analytics What is contact...

Industry Insights

23 May 2023

Harnessing the Benefits of Cloud Contact Centre Software

Cloud-based software, also known as software-as-a-service (SaaS), is an application or service that is hosted and delivered over the Internet by third-party providers. Unlike traditional on-premise software, cloud-based software removes the need for businesses to install and maintain applications on their own servers or computers. Cloud-based software has become hugely popular in recent years, and...

BPO

22 Mar 2023

7 ways to reduce costs in your BPO contact centre

Costs are rising across business sectors and it’s certainly the case that BPO contact centres are feeling the pinch too.  Salaries are rising with the cost of living, with pay rises of between 5% and 10% common in the industry. At the same time, talent is in short supply. Finding and keeping good people means...

Inbound

03 Mar 2023

How to reduce average handle time in your call centre

Average handling time (AHT) is a key measure of the efficiency of your call centre. Very simply, the faster calls are dealt with, the more you can get through and – theoretically – the happier your customers will be. We say theoretically, because there’s a caveat here. Reducing AHT mustn’t happen at the expense of...

Industry Insights

13 Dec 2022

Why Having a Phone Line Matters: A MaxContact Study

Online companies in the UK are making it near-impossible for customers to contact them on the phone, causing customers anxiety or serious stress. That’s according to new research from MaxContact which audited the contact options at 50 of the UK’s most popular online brands. Nearly three quarters (72%) of the UK’s 50 top online brands1...
Vulnerability and the cost of living crisis: How your contact centre can support customers

Industry Insights

12 Dec 2022

How Your Contact Centre Can Support Vulnerable Customers

How does your contact centre support potentially vulnerable customers?   As agents speak with countless people daily, while trying to meet targets and other responsibilities, sometimes it can be tough to give each customer the time and sensitivity they deserve.   However, there has been an increasing number of vulnerable adults, in part due to the cost-of-living...

Industry Insights

18 Nov 2022

How do contact centres develop a winning CX?

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank...

Finance

03 Oct 2022

What are some challenges faced by vulnerable customers?

According to the Financial Conduct Authority (FCA), 27.7 million adults in the UK fall under their definition of a vulnerable customer. This includes having poor health, experiencing negative life events, low financial resilience, or having low decision-making capabilities. This number is predicted to rise even further as the cost-of-living crisis impacts peoples’ finances and mental...

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