Call North West and South West Contact Centre Forum are joining forces with Liverpool John Moores University and Lancaster University on a new 3-year research project. The project The project explores how contact centres can improve the health and work conditions of their advisors. “We will work with the sector to explore what centres currently do and find out why …
Webinar: Six Quick Fixes to Make Your Homeworkers More Productive
Jane Thomas, Director of SWCCF will chair a contact centre webinar: Six Quick Fixes to Make Your Homeworkers More Productive on Wednesday, 16th March 2022, 12:00 – 1.00pm In this webinar, we’ll discuss how to build team spirit and make your homeworkers more productive: What leadership techniques and activities will help glue together homeworking and hybrid communities? What are the different ways …
Sensée expands senior management team as interest in home-based CX Outsourcing builds momentum
Hammersmith, London. Sensée, the work-from-home (WFH) and hybrid workplace specialist, is pleased to announce several senior appointments in response to a significant growth in demand for WFH Customer Experience (CX) Outsourcing in 2021. Simon Hunter has joined the company as Chief Commercial Officer. Simon is an experienced sales and marketing leader with over 15 years’ experience within the CX industry at …
Download: The Good CX Guide – helpful for planning 2022
From PremierCX… Thanks for your interest in downloading the Good CX Guide, a collection of 11 articles on the topic of caller experience, packed with practical, best practice advice for contact centre professionals.
Complaints at an all-time high – here’s what to do about them
Customer satisfaction is intrinsically linked to strong business performance. In today’s world, customers have more power than ever and are able to share their experience with your business in a variety of ways – from online reviews to social media and beyond. This is great, if they’re talking about your organisation in a positive light, but what if you fail …
How to serve vulnerable customers
In a recent survey, the Financial Conduct Authority (FCA) warned that 28 million adults in the UK were now deemed “vulnerable”. If you take payments for client businesses, or collect debts, this is a hugely important finding. The FCA recently widened its definition of a vulnerable customer. While it includes more commonly known groups, such as the elderly and those …
One in five firms admit to using secret spy software
Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to manage a workforce remotely, keeping staff motivated and morale high. For those in leadership positions, …
UK businesses have been slow to move back to the office says new poll
Hammersmith, London. A poll conducted by online contact centre and customer service magazine Call Centre Helper and home and hybrid working specialist Sensée, reveals that UK businesses have been slow to move back to the office post lockdown. It also indicates that a single clear model for optimising hybrid (home/office) working has yet to emerge. 213 business professionals responded to the October 2021 …
Contact centre homeworking specialist Sensée launches ‘The Sensée Forest’ with aim of achieving carbon neutrality
Hammersmith, London. Home and hybrid working specialist Sensée has announced a three-year partnership with Treedom, a global web platform for planting trees and forests worldwide. The partnership is part of a broader Sensée programme to reduce the company’s carbon footprint and become the first 100% work-from-home business to achieve certification for carbon neutrality. Sensée, established 17 years ago and with no physical contact centres, already …
5 steps to AI success: leading contact centers to a Netflix-like customer experience
We’re in an era of effortless customer experience (CX), driven by brands like Netflix and Amazon, who have pushed CX to new heights. Consumers worldwide have grown accustomed to personalized and frictionless journeys, yet many are unaware that it is Artificial Intelligence (AI) raising the bar for this gold-standard customer experience. Having a connected brand experience across the entire customer …