When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul. A contact centre should not be a phone bank that merely waits for people to phone in with a complaint, it should […]
Importance of Omni-channel in Customer Experience Management
With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand. Traditional contact centres need to adapt to meet the needs of the ever-changing environment by expanding their available options to embrace omni-channel […]
Is Web Chat the New Customer Service Standard?
Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket. We’re connected everywhere, all the time, through WiFi and internet data on ever-present mobile phones that have somehow welded themselves to the human body. Considering the nature of our digital culture […]