Hiring the very best customer service candidates for your company or call centre is a goal that, if achieved, bears fruits for all parties, including the employer, employee, and customer. Brand reputation and KPIs such as customer satisfaction and sales improve while customer churn, employee dissatisfaction, and complaint escalations decrease.
Leading gig customer service (GigCX) platform Limitless today welcomes Mike Havard to its board. A well-known customer management, channel and technology industry leader, Havard will help advance the fast-growing company’s next stage of expansion with Limitless co-founders Roger Beadle and Megan Neale, creators of the GigCX model.
With a seemingly unstoppable tide of support for some homeworking, what makes a new operating model fit for the future? How do we avoid floating on a sea of outdated working practices or policies?
Quantanite have announced the appointment of Andrew Hall as Chief Commercial Officer as it expands its Leadership Team further. This follows the recent appointment of Neil Russell-Smith as Global Director of Marketing.
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.
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.
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.
There’s a lot of talk about the value of having a diverse workforce, and that is a good thing, but having a wide range of individuals working in an organisation is only a starting point. If employees don’t feel listened to, valued and respected, you’re not reaping the benefits of their diverse perspectives. That’s where inclusion comes into play. As a leader, creating an inclusive workplace begins with you.
Every generation has its challenges. Millennials may have grown up with the fastest evolving pace of change and technology but it’s not always having a positive impact. Today, more than half the workforce will be made up of Millennials and this will have a big impact on business and how they operate. As consumers, Millennials are demanding, expecting instant gratification and customisation. As employees, while they have incredible potential, some predict that they will prove to be one of the most challenging generations to manage yet.