It might seem crazy to the rest of the world to start thinking about the holidays in August, but that is exactly what most contact centres are thinking about right now. In fact, contact centres—especially those in retail, travel and logistics—start planning for the next holiday season as soon as the current one passes. If […]
When Gartner creates a new market category, business leaders take notice. And that’s exactly what they did earlier this year for the contact centre world. After recognising how contact centre workforce optimization (WFO) is rapidly expanding into employee engagement, Gartner created a new market category called “workforce engagement management (WEM)” to describe this new focus […]
The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish. However, at present, many marketers find it challenging to utilise the insights gathered directly from customer interactions, and need guidance to achieve this goal. […]
The morning grind. The daily commute. Rush hour. These days, the colloquialisms we use to refer to our workday travels don’t need to hold true. While many forward-thinking companies including Lyft, Uber and TaskRabbit are building their business model around a workforce that works when it wants, this just isn’t possible in contact centres. Lines […]
We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? In other words, […]
Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands don’t have the resources to manage the contact centre in a way that will extract the right insights to inform the business. And while there is generally a stigma around the word “outsourcing,” it doesn’t […]