CCP's 5 Top Trends in Contact Centres in 2018:
1. Customer Experience
2. First Call Resolution
3. Multi-Channel Consistency
4. The Cloud
5. Phone Calls Are Still Essential
... Read about it here.
Engaging your staff to maximise your results: Having engaged, well trained agents is essential if your Contact Centre is going to deliver consistently good results to your clients.
While the UK enjoys some fantastic weather, Summer brings challenges for Contact Centres and in-house contact teams alike, which all clients need to be ready for: agent attrition and absenteeism.
In a recent Guardian article, an attention-grabbing headline suggested that the increasing use of automation and artificial intelligence “threatens to terminate the UK call centre workforce”. At CCP we thought we should take a careful look behind the headlines…
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