Utility customer service teams face multiple challenges in delivering the right experience to meet customer needs. They have to handle a growing number of increasingly complex interactions, across channels from traditional letters to social media. No wonder that the latest ContactBabel Utilities Guide finds that they are struggling in some of key areas. Average speed to answer a call is…
From 1 April 2023, housing associations must report on their performance against 22 Tenant Satisfaction Measures (TSMs). Set by the Regulator of Social Housing, these TSMs are part of the drive to ensure the sector is customer-centric and responding to the changing needs of tenants. The TSMs cover five key areas: Keeping properties in good repair Maintaining building safety Effective…
Interaction recording has become a key contact centre technology, vital for compliance, training, and quality assurance. It has evolved from its roots in call recording to provide multichannel capabilities, enabling companies to take a more holistic approach to evaluation. This includes the ability to record and compare the activity on the agent’s screen during and after a call, as well…
Recording customer interactions is essential to improving productivity, increasing satisfaction and better understanding customer needs. That’s why it is a crucial part of contact centre operations. Delivering four key benefits: It ensures compliance and security by providing information on what was said during the interaction It enables agent evaluation, highlighting opportunities for training Companies can analyse customer satisfaction and spot…
Call centre agents are on the customer experience frontline, representing your organisation to consumers. In an increasingly digital world, they could be the only employee that a customer actually interacts with. Being an agent is not easy. Customers are becoming more and more demanding, often upset and angry, which adds to agent pressure. These stresses can lead to agents burning…
This year’s National Customer Service Week begins on Monday 3rd October. As always it provides an opportunity to focus on the whole topic of customer service to demonstrate its importance to organisational success, and to recognise the efforts and skills of everyone across the industry. One of the key themes for this year is the human-tech interface. Essentially how can…
Consumer expectations are continually rising when it comes to customer service. What does this mean for contact centre priorities for the year ahead? The 2022 ContactBabel UK Contact Centre Decision-Maker’s Guide, sponsored by Enghouse Interactive, has researched current key pain points. And to help customer service teams it includes guidance on how to overcome these problems. Top of this list…
As Microsoft Teams becomes a core part of the contact centre, organisations must find a way to integrate all of their existing functionality into the platform. Call recording is an essential part of this, providing compliance and quality assurance. However there are multiple approaches to call recording within Teams. So how should you go about ensuring this key piece of…
Contact centre agents are the frontline of your organisation. However, their jobs can be very stressful. Agents are often called on to help customers who may be angry or upset and they have to react with professionalism, compassion and empathy. Their jobs can often be monotonous and pressurised, with continuous monitoring to ensure they are resolving customers queries as fast…
An effective call recording or call monitoring system is essential for today’s contact centre. Not only does it help organisations meet regulatory compliance obligations, but it can also assist in dispute resolution and has an important role to play in improving call centre performance. It can be used to extract actionable insights from conversations and to reward good performance, or…
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