The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results. This article explores different ways to pay for Contact Centre services, from pay-per-results to fixed price arrangements, and benefit-sharing ideas.
Digital Disruption is big news for Contact Centres. Deep learning, Artificial Intelligence and chat bots are on everyone’s lips. What impact is really being felt?
We spoke to two leading industry experts about the state of digital disruption and dealing with transformative technologies.
We asked leading lights of the Offshore and Nearshore Contact Centre sector to tell us how it’s possible to marry competitive costs and excellent customer service from operations outside the UK.
We asked Nerys Corfield of Injection Consulting, a leading thinker on the future of UK Contact Centres, to give her own insights on some of the burning issues right now:
The biggest issues affecting Contact Centres in 2019;
The in-house versus Outsource conundrum;
What clients are failing to address when they choose a Contact Centre;
How Contact Centres can truly improve their performance.
Unicef UK needs call centres and volunteers on the night to help manage incoming donations from supporters by telephone, so The Contact Centre Panel are going to help. In 2018 there were almost 10,000 telephone donations made on the night. This is Unicef UK's most vital source of income and will help us to raise millions of pounds to help keep even more children safe from danger in 2019.
We consider the differences – and the similarities – between B2B Contact and B2C Contact to establish how B2B specialist Contact Centres can add value to the right business relationships.
We’re always looking for new people to do business with. So whether you’re a contact centre or looking for one, we’d love to hear from you.
Contact Centre Panel,
227 Eccleshall Road