CSM Magazine
MARCH 12, 2020
Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology. The move by call centres to bring their operations back to the UK, however, has happened in conjunction with an upturn the employment market in the country as it emerged from the 2008 financial crash.
Fonolo
NOVEMBER 17, 2020
I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.
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TMP Direct
MARCH 24, 2015
At these sessions, we often brainstorm about new scripting or product information at these sessions. Survey results have even changed our clients’ packaging, merchandising, scripting and customer service policies. TMP Direct ownership invested over $500,000 into our call center infrastructure in 2008.
SharpenCX
NOVEMBER 26, 2019
From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. How to do it: Before you tack on yet another technology to your toolset, stop. Make sure your data is clean and your technology is being used to the fullest potential.
SharpenCX
NOVEMBER 26, 2019
From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. How to do it: Before you tack on yet another technology to your toolset, stop. Make sure your data is clean and your technology is being used to the fullest potential.
Lumoa
JUNE 14, 2023
For example, in 2008, they launched ‘ My Starbucks Ideas ‘ – an online platform where customers could submit their requests and suggestions. The reason behind this preference is understandable; customers can often sense when an agent is following a script, leaving them feeling like just another problem to solve.
Callminer
JANUARY 18, 2021
Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Procedural and Technological Tips for International Call Centres.
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