What to Consider Before Repatriating Contact Centres from Offshore Locations

A decade or so ago was the scene of a great exodus, that of call centres being relocated off shore. Driven by the need to control costs, it provided companies with cheaper labour, although it was sometimes to the detriment of quality. However, there have recently been cases of high-profile corporations, such as British Telecoms, one of the biggest players in telephony in the UK, deciding to bring their contact centres home after customer complaints. Continue reading

The Mistakes to Avoid When Setting Up Self-Service Call Centres

Business Woman Has To Choose Between Two Way

Self-service AIs are becoming increasingly sophisticated and able to handle more complex queries. This is good news for customers and contact centres as the formers can access simple information without having to wait for an operator to be available, while the latters can re-allocate the freed-up agents to other parts of the contact centre that need human input. Continue reading

When Having Your Head in the Cloud(s) Is a Good Thing

Businessman Working With A Cloud Computing Diagram On The New Co

In a previous blog, we looked at how contact centres are usually perceived as “Cost Centres” and how businesses often fail to turn this around by exploiting this gold mine of data. Indeed, call centres and IT decision makers have always been under pressure to run them in more cost-effective ways without compromising quality and productivity. Continue reading

How to Use Speech Analytics to Improve Key Performance Indicators

Many Hands Holding Colorful Speech Balloons Or Speech Bubbles With Copy Space Isolated On White

According to industry experts, speech analytics is one of the fastest growing areas of the contact centre technology market, and with good reasons. In an extremely competitive world, the future doesn’t necessarily belong to the businesses shouting loudest, but perhaps to those that can truly listen to their customers and learn from it to deliver outstanding service. Continue reading