In the third and final part of this editorial series, we look at how we ‘define’ and ‘identify’ vulnerable customers, how to support agents when dealing with vulnerable customers, how to retain staff in a time of crisis, and how the Cost of Living Crisis will affect outsourcers.
This article looks at Outbound from a different angle, one where we talk about the positivity that can surround having the right outbound strategy, and please remember when speaking about Outbound, we are talking about Voice, Email, SMS – all of these together can play a beautiful part of a strategy of engagement with your customers.
A workforce survey suggested that 51% of all work-related sickness absences from work are due to stress, anxiety and depression. So not only is there a human impact here, but there is a massive impact for businesses in terms of productivity and staff engagement. That 51% equates to 17.9 million working days lost in the UK per year.
ChatLingual, the global, multilingual contact centre platform provider, today announced new UK Headquarters as it expands its innovative solution to enable agents to communicate in 100 languages in real time. The announcement follows news that ChatLingual recently closed a Series A funding led by Lewis & Clark Venture Capital.
here is so much concern amongst both front-line staff, managers, and all our customers, about the rising cost of living, and the increasing difficulties of making ends meet. In the second part of this Editorial series, we continue to explore what this means for the contact centre and customer service sector, both for the customers and our people, the effect it is having, and will continue to have, on our People and Customers.
Quantanite, an outsourcing and customer experience (CX) solutions company, today announced that Atif Hafeez will join as the Chief Financial Officer of the Quantanite Group.
This is actually a debate that has been around for quite some time and has been discussed in parliament and is a big focus for many of the large mental health charities who are championing for better mental health legislation. Physical first aiders are mandatory in the workplace.
There is so much concern amongst both front-line staff, managers, and all our customers, about the rising cost of living, and the increasing difficulties of making ends meet. In the first part of this Editorial series, we explore what this means for the contact centre and customer service sector, both for the customers and our people.
Rapport means showing friendliness, warmth and common ground and interest. Avoid the Tumbleweed. This is when the customer makes a joke or a little comment and it is ignored. There is usually an awkward, brief silence before the call moves on. Listening to it back you can almost feel that cold wind and see the tumbleweed rolling by as a sinister bell chimes in the background.