You need to address someone’s hygiene, a member of staff has started to cry after a fault you called them up on, or a bully has been flagged in the workplace. As boss, you’ll undoubtedly come across uncomfortable situations and awkward conversations such as these.
The contact centre industry is growing at a pace – but customer demands and expectations are changing all the time. So, what are the key factors shaping the future and helping businesses to modernise, and how are they impacting on performance?
Martyn Barnett, MD at RMG Networks provides advice on how to communicate internal information to an increasingly overwhelmed millennial workforce with a low attention span.
It’s common for companies, particularly those in London’s financial services, to record business calls. But is it all completely legal? MiFID II is coming.
To be one of those highly effective finance directors, you have to be up-to-date on all the latest accounting standards, be know the latest developments in tax legislation and spend long hours in your office reviewing reconciliations and signing off VAT returns. That’s right isn’t it? No.
In today’s highly competitive, digitally-powered marketplace, the temptation for any business can be to “get out there” with a splurge of marketing activity to build profile and presence. But one of the most important things to do is step back and try defining your brand.
The digital world can help to make a business’ reputation, so it’s important to get customer service right, just as it was before the technology boom.
Who doesn’t love a good dinner party? Great atmosphere, interesting people, stimulating conversation, sparkling wit and sumptuous food…Mmm… are all likely to lead to a very enjoyable and memorable evening.
Many of the world’s most successful businesses are known for addressing the link between corporate culture and the level of employee satisfaction, productivity and creativity – something you too need to keep in mind when you formulate your retention strategy.
Since the EU referendum result in June 2016 and the election ending in a hung parliament, employers have set their sights on preparing for Brexit – and many are concerned.
Rafael Cortes, Foehn head of marketing, explains how harnessing the power of contact centre automation can result in a more positive customer experience.
The UK’s withdrawal from the EU has begun with the trigger of article 50. No other country has left the EU so we don’t know how things will play out – hence all the Brexit uncertainty.