The “UK Contact Centre Decision-Makers’ Guide (2020/21 – 18th edition)” is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
Taking a random sample of the industry, a detailed structured questionnaire was answered by 233 contact centre managers and directors in September and October 2020. Analysis of the results was carried out in November 2020. The result is the 18th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.
“The UK Contact Centre Decision-Makers’ Guide” identifies seven of the major pain points and issues that affect the contact centre industry:
- Improving Quality and Performance
- Maximising Efficiency and Agent Optimisation
- Digital, Cloud and the Customer of the Future
- Outbound, Call Blending and Proactive Customer Service
- The Customer Experience
- HR Management
- Strategic Directions
Blog: How retailers can use digital tools to reduce post-Christmas returns and provide a better CX
Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge. But there are some simple things retailers can do to support customers and reduce returns.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Case Study: How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs
The modern-day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve.
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.
Blog: Walking in your employees’ shoes (at 35,000 feet)
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
Blog: What makes a great customer experience?
Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!
Case Study: How BGL Group extended self-service capabilities to phone with AI
DVELP’s call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.