For years we’ve been talking about how homeworking would bring opportunities and change how contact centres employ people and deliver service, creating flexibility for both people and organisations. It was a win-win and was coined as the great opportunity - yet it never really fulfilled its potential. However, due to the pandemic, in 2 weeks it has been delivered, but at what cost?
As many businesses are forced into homeworking, the need for remote access to internal systems to enable home-based agents to provide a full service has never been higher. We asked John Greenwood, authority on payments compliance in the contact centre and BPO sector, what advice he would give to organisations with customer service teams to cope with the new pressures and his tips on how to rapidly build an improved operation for the future.
We ask what are the benefits of having a customer service representative on the Board? We have interviewed Ben Lappin, Director of Retention and Customer Experience at The Guardian and Chair of the DMA’s Contact Centre Council who tells us about The Guardian’s refreshing prioritisation of the customer and gives insights into how they engage with customers.
As the UK comes to terms with the likelihood that the new coronavirus, Covid19, is set to spread widely across the UK, it’s time to assess how your business will cope in the event of significant disruption.
We’re delighted to announce that we have been asked, again, by Unicef to support their Soccer Aid 2020 event in June.
Unicef needs call centres and volunteers on the night to help manage incoming donations from supporters by telephone, so Contact Centre Panel are going to help. In 2019 there were over 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 2020.
Contact Centre Panel have launched a new initiative, to identify and measure customer service trends in the automotive sector. The CCP Automotive Customer Service Survey canvases senior customer service executives from the industry, mapping their insights to form a cross market view of trends in customer service provision.
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