As Shakespeare said in As You Like It: “All the world’s a stage, and all the men and women merely players”. While professional Hollywood actors win acclaim and awards for their skills, including subtle changes in speech, tone and facial expressions in order to convey …
Clare Angood
Is bad customer service costing your business?
We all know that bad customer service is a recipe for disaster. And that it can cause customers to go elsewhere. It really highlights how important it is for contact centres to make sure they’re doing everything they can to keep their agents performing well.
The …
What forward-thinking customer service leaders should consider now
When you’re running a contact centre, there are things that you can be thinking about now to make sure you get to where you want to be in the future.
Unsurprisingly, technology is the most important reason things are going to change. You’ll probably already know …
What do contact centre pros really want?
We at Aspect recently took part in the annual CC Expo event at London’s Olympia convention centre. This is something we do every year, and it’s a great chance for us to connect with other professionals in our industry, do a bit of networking, and …
Motivating contact centre staff – how to keep your staff members performing
Motivating employees in a contact centre can pose challenges as we all know. Sometimes it’s easy to forget about keeping your staff happy while you focus on hitting targets and making sure that the centre is running smoothly.
But this can lead to demotivated staff, and …
Contact centre technology – more than the front line
When outsourced contact centres are looking to invest in new technology to improve their operations, it’s only natural they’ll be focused on the tools that will have the most visible impact on their interactions with callers.
After all, this is where most people will form their …
How the right solutions make blended contact centres successful
One of the worst things for an outsourced contact centre will be to have agents idle during periods of low demand. For every minute employees are sitting around waiting for a customer to get in touch, they will be losing money.
Therefore, it’s easy to see …
Moving your contact centre from multi-channel to omni-channel
Omni-channel may sound like multi-channel with bells on, but it’s more than just a simple buzzword. Has your contact centre made the move yet?
At the time the term “omni-channel” entered the customer service lexicon, most industry professionals were still getting to grips with its predecessor, …
A customer service wishlist for Christmas 2015
We’re currently right in the middle of the busy run-up to Christmas, and just about every retailer and consumer brand out there is no doubt feeling the heat. With a seasonal surge in sales comes an increase in foot and web traffic, stock shortages, and …
Is your contact centre mobile-ready?
Today’s consumers have lofty expectations when it comes to customer service. Whether they’re getting in touch with a company via the phone, the web or a purpose-built app, they anticipate more or less instant access to information and support. And it just so happens that …