CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. “Before BigChange I spent my day spending and receiving WhatsApp messages,” commented Rob Holt, Head of Building Services at FSE UK.

Engineering 59

Engineering CRM Finance Education 59

CSM Magazine

MARCH 7, 2024

The Birmingham-headquartered BPO which started out with just 20 full-time staff in 2011 and now employs over 5,000 people in the UK, USA, Australia and South Africa, is using the Encoded solution to streamline payment processes, strengthen the organisation’s security framework and improve the agent and customer experience.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

CSM Magazine

SEPTEMBER 21, 2023

Based in Leeds, West Yorkshire, Angloco supplies all UK Fire Services, has a multi-million-pound contract with the Ministry of Defence and has exported vehicles and equipment to over 70 overseas countries. Since implementing the 6-in-1 BigChange system, Angloco has doubled its production capacity and increased turnover by nearly 100 per cent.

Management 59

Management Engineering CRM Finance 59

CSM Magazine

OCTOBER 5, 2023

Real-time vehicle tracking and fleet management tools are also helping Blade better respond to emergency call outs, monitor fleet security and improve workforce health and safety. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Engineering 59

Engineering CRM Finance Enterprise 59

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report. User Experience: Is an organization easy to do business with?

Big data 283

Big data Consulting Consulting Customer Experience 283

aircall

OCTOBER 12, 2022

In an announcement from UK Secretary of State for Health and Social Care Thérèse Coffey, she shared a new plan to help healthcare providers see more patients more quickly by investing in cloud-based phone systems. . Aircall: The #1 Phone System for Healthcare Providers in the UK. Why Cloud-Based Phone Systems Can Help.

Healthcare 71

Healthcare Wait times Analytics Metrics 71

CSM Magazine

NOVEMBER 14, 2023

Based in Northern Ireland, EB Gas supplies, fits, and maintains domestic, commercial, and industrial gas equipment across Ireland and the UK. About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world.

Engineering 52

Engineering CRM Finance Accountability 52

Callminer

NOVEMBER 27, 2018

The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. And that got me thinking about where technology can add value and where there is no substitute for human engagement in the call centre.

Analytics 186

Analytics Coaching Technology Surveys 186

CSM Magazine

SEPTEMBER 6, 2023

BigChange has launched a new Customer Portal allowing BigChange users to give their customers an easy way to book and track jobs online. Customers can even track the engineer on route and their likely arrival time. customer relationship management (CRM), job scheduling, live tracking, financial management and business intelligence.

Finance 52

Finance Engineering CRM Enterprise 52

JustCall

MAY 26, 2022

10-minute guide to Setup Call Center for under $200. If you are planning to setup call center for giving support or handle inbound sales queries, here is your guide to set up a call center in minutes for under $200. Depending upon your call center size, you can pick a plan starting from $29/month. Let’s get started.

Call Center 98

Call Center Inbound sales Call Logging CRM 98

Beyond Philosophy

SEPTEMBER 15, 2015

Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. Tesco Mobile: The UK-based mobile firm has a larger base of loyal Customers than O2, the telecommunications provider that Tesco rebrands for their Customers. The NPS score has been around for years and has seeped its way into business vernacular.

Banking 383

Banking Telecommunications Consulting Consulting 383

CSM Magazine

FEBRUARY 23, 2023

The Essex-based company, which provides Lighting and Electrical, EV charging, Fire and Life Safety, Refurbishment, and Security services, has virtually eliminated paperwork with the cloud-based software that provides customisable, digital workflows, real-time vehicle tracking and intelligent scheduling of field engineers.

Management 52

Management Finance Engineering CRM 52

Callminer

FEBRUARY 26, 2019

to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks. That leaves random call center samples.

Call Center 159

Call Center Banking Best practices Surveys 159

CSM Magazine

JULY 4, 2022

Intelligent scheduling and routing, and collaboration with other BigChange users through the BigChange Network, is also improving efficiency and reducing mileage whilst live vehicle tracking, complete with driver behaviour alerts, promotes greener driving across the fleet of mobile service engineers. “Here at VM Elevators we care! .”

Finance 52

Finance CRM Engineering Enterprise 52

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. With his stature, connections, and expertise in the industry, Neil is a trusted presence on judging panels for industry awards — most recently featuring on the panel for the UK Customer Experience Awards.

Sales 52

Sales Technology SaaS Analytics 52

TeamSupport

JANUARY 9, 2024

1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. These early call centers were often powered by manual processes, with operators using basic databases to retrieve customer information. One of the early pioneers in CRM software was ACT!,

Customer Support 59

Customer Support Technology CRM Chatbots 59

CSM Magazine

JANUARY 17, 2022

Supporting over 300,000 homes, 200 schools and 100 public and private buildings, Pinnacle is one of the UK’s largest facilities management providers. Pinnacle provides integrated Facilities Management across all sectors and the frontline operation makes around 1,400 call outs per day with an 80/20 split between scheduled and reactive.

CRM 52

CRM Enterprise Management Technology 52

CSM Magazine

MARCH 16, 2022

Quora also uses live tracking for its emergency call-out service. “We With BigChange we can see the locations of the engineers in real time, identify the person who is closest and has the right skill set to respond to the call-out, then inform the client with an accurate ETA.”. “It About BigChange.

Finance 52

Finance Engineering CRM Healthcare 52

CSM Magazine

SEPTEMBER 16, 2022

Cape Town CBD’s booming BPO industry remains an attractive support for UK, USA, Australian and some Western European companies wanting to streamline costs and manage risk in the face of rampant inflation and economic uncertainty. UK-based businesses are struggling to attract workers into the sector in the UK due to minimum wage requirements.

Business Process Outsourcing 52

Business Process Outsourcing Transportation Telecommunications Government 52

CSM Magazine

MARCH 30, 2022

“We have reduced our carbon footprint, made efficiency savings across sales, operations and finance, reduced call out rates and increased first time fixes. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world.

Finance 52

Finance Transportation CRM Benchmark 52

Infinity

APRIL 26, 2022

Research shows that 91% of UK marketers believe that Martech budgets will increase next year, from their current average of £533,300. Digital channels have made it much easier to track the customer journey from the moment a prospect makes their first click to the final point of sale. Tracking down lost value. Well, not quite.

Analytics 52

Analytics B2B Accountability Marketing 52

Infinity

MARCH 7, 2022

UK budgets for digital marketing tools are due to surge by an average of £30,800 this year, with 91% of UK marketers expecting to invest even more in Martech next year. To get a better, more holistic view of the true customer path to purchase, every marketer’s priority should be on leveraging intelligence gleaned from their calls.

Marketing 52

Marketing Analytics Sales Metrics 52

Taylor Reach Group

OCTOBER 14, 2020

Call Centre Times. Call Centre Helper. We have participated as judges and senior judges for contact center and customer experience awards in North America, the UK, and Asia (Singapore). For 4 years we have been tracking our net promoter score and the lowest score we have achieved is 88 and the highest is 100.

Consulting 103

Consulting Consulting Contact Center CRM 103

Infinity

NOVEMBER 18, 2021

Hotels in the UK were quickest to feel the effects of the lifting of restrictions, with many holidaymakers choosing to stay in the UK in 2021. The growing appetite for travel can also been seen in our call tracking data. Adding value with every call. But Europe also enjoyed a surge in bookings.

Sales 52

Sales Analytics Marketing Technology 52

CSM Magazine

MARCH 17, 2023

MyQualityTeam is launching an innovative new agent performance platform to UK contact centres this month, helping managers upskill agents and optimise performance. With the typical agent taking more than 60 calls a day, providing real-time feedback enables the agent to put the advice into practice straightaway and see immediate results.

Analytics 52

Analytics SaaS Quality management Feedback 52

Outsource Consultants

NOVEMBER 10, 2022

This led to the creation of the Armistice day holiday in both the UK and the United States. Veteran-owned call centers provide a unique opportunity to work alongside these heroes and gain unparalleled benefits. What are Veteran-Owned Call Centers? The Many Benefits of Working With VOSB and SDVOSB call centers.

Call Center 67

Call Center outsourcing Government Contact Center 67

Infinity

SEPTEMBER 1, 2021

The automotive industry is one of the largest buyers of digital advertising in the UK, contributing 13% of all spending. In fact, it’s estimated that there are more than 13,000 dealerships of various sizes in the UK, spending almost £2,000 per month, on average, with Auto Trader alone.

Automotive 52

Automotive Advertising Banking Analytics 52

CSM Magazine

SEPTEMBER 30, 2021

In 2021 38% of adults in the UK received the dreaded “sorry we missed you” card through their door – despite being home at the time. A search across social media platforms for the dialogue between customers and top UK courier companies reveals just how negative an experience customers are having. About the Author.

Analytics 52

Analytics Management Technology Customer Experience 52

CSM Magazine

JUNE 25, 2021

Even with the easing of coronavirus restrictions and increased high street footfall, the UK online retail space grew significantly in April, with sales rising 10.2% Call deflection. When we hear ‘call deflection’ we often think about dodging calls. Online retail is booming like never before. Self-service and automation.

Average Handle Time 76

Average Handle Time Self service Chatbots Customer Experience 76

CSM Magazine

AUGUST 30, 2022

When there’s uncertainty, a phone call is the preferred option. The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond.

CRM 98

CRM Average Handle Time Consulting Consulting 98

Peter Lavers

FEBRUARY 12, 2015

My last search on LinkedIn turned up nearly 50 CIDs in the UK (excluding research agencies where this job title does not have the same seniority) and over 700 CKOs in the USA. Once again, I’d expect the UK business trends to follow the US. So, when you get that call or regular appointment at the top table, what should you do?

Morale 160

Morale Marketing Analytics Metrics 160

CSM Magazine

JULY 21, 2021

Consumers are looking for simple and convenient ways to engage with brands, with 69 percent preferring to communicate via mobile messaging rather than traditional calls. With many brands experiencing large call volumes and call centre resourcing shortages, it is becoming challenging for them to provide the same customer service as before.

Customer Service 59

Customer Service Enterprise Telecommunications Chatbots 59

Infinity

APRIL 22, 2022

At the start of the year, our call tracking data showed a healthy uplift in call volumes across the travel, retail and automotive industries. Healthy call volumes came with some industries experiencing strong year-on-year growth, and others seeing significant spikes that coincided with call driving catalysts.

Automotive 52

Automotive Healthcare Sales Marketing 52

Infinity

DECEMBER 21, 2021

I’m looking forward to completing the customer migration and giving ResponseTap users access to a much more granular level of reporting, a whole heap of new plug-and-play integrations and a ton of other features that will make it easier for them to extract insights from your call data. We’re going beyond call tracking.

Analytics 52

Analytics Marketing 52

CSM Magazine

JULY 4, 2019

Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK. British Gas engineers were experiencing challenges fulfilling their call ahead promise when leaving the previous job. About British Gas.

Customer Experience 40

Customer Experience Engineering Benchmark Enterprise 40

CSM Magazine

MARCH 18, 2021

Field operations are synchronised with a BigChange central management system with real time information boosting customer service through improved scheduling and faster call-out response, together with instant digital communications backed by detailed proof of work records. For more information visit w.bigchange.com.

Customer Service 52

Customer Service Engineering CRM Enterprise 52

Infinity

APRIL 30, 2019

Following two years of diligent work, we are proud to announce that Infinity is now the only call intelligence provider offering fully encrypted SIP phone calls to our clients in the UK. This applies to both inbound and outbound calls for UK clients, plus a growing number of clients in other markets. Where next?

Analytics 40

Analytics Marketing Technology Management 40