Contact Centre Panel

15/01/2025

5 for 2025: Your Energy & Carbon challenges to tackle this year - https://mailchi.mp/envantage.co.uk/5-for-2025-your-energy-carbon-challenges-to-tackle-this-year

04/08/2023

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Contact Centre Panel | 2,497 followers on LinkedIn. Forging strong partnerships | Sourcing the right outsourced contact centre, call centre, telemarketing agency or technology partner to match your businesses requirements can be tricky. Particularly, if you don’t have experience of outsourcing and...

02/08/2023

👋 Hello!

We are in the process of retiring this page.

If you want to keep up-to-date with the latest contact centre updates and insights, follow us on LinkedIn via the link below:

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https://contactcentrepanel.com

Contact Centre Panel | 2,497 followers on LinkedIn. Forging strong partnerships | Sourcing the right outsourced contact centre, call centre, telemarketing agency or technology partner to match your businesses requirements can be tricky. Particularly, if you don’t have experience of outsourcing and...

04/05/2023

In this article, Neville Doughty asks the question 'what is the purpose of the contact centre?' Pointing out that they are fundamentally about winning and retaining customers.

He highlights the importance of fully understanding how different prospects and customers behave and communicate. And how, in turn, you need to shape your service, communication channels and messaging to best engage with them.

He looks at how the adoption of a multi-channel approach can be aligned with the habits of your target market.

To read the article head over to our website ⬇️

https://contactcentrepanel.com/multi-channel-communication/

We ask the question 'what is the purpose of the contact centre?' Are they fundamentally about winning and retaining customers?

02/05/2023

John Greenwood shares his thoughts on the contact centre journey we are all on, reflecting on the learnings he's picked up from recent contact centre tech’ deployments.

He looks at the direction our contact centre technology journey is heading and what is going to help us along the way.

In an economic environment driven by ‘doing more with less’, he highlights what we can be doing smarter to help maintain the right balance between CX, cost and risk.

To read the article in full, visit the Contact Centre Insights newsletter or head over to our website ⬇️

https://contactcentrepanel.com/chatgpt-and-the-contact-centre-journey/

John shares his thoughts on the contact centre journey, reflecting on the learnings picked up from recent contact centre tech deployments.

28/04/2023

Today’s Friday Fact is taken from a research report by Talkdesk investigating the pros and cons of self-service automation in customer service.

Despite recent advancements in customer service technology, live agents are still preferred over AI agents by the majority of customers dealing with an issue. This is mainly due to the quicker resolution time. However, customers are still willing to give AI agents a go if the technology becomes more efficient and resolution times decrease.

Does your business need support with its customer contact strategy including adopting AI technology? At Contact Centre Panel, we have a network of over 100 technology partners and are skilled at matching up clients' requirements to the right solution. If you’d like to know more, get in touch 👇

https://contactcentrepanel.com/getintouch/

25/04/2023

From the souks of Marrakech to the splendour of the Atlas Mountains, Morocco is certainly a popular tourist destination – just ask the 10.9 million tourists that visited Morocco last year!

However, as we’ve found over the past 12 months, Morocco has become a fantastic outsourcing alternative for UK, European and US based businesses that are looking to reduce inhouse costs, whilst maintaining the highest level of standards/service.

In this article, David Taylor, Partner Success Manager, Contact Centre Panel examines the merits of using or locating a contact centre in Morocco, comparing it against its well-established rivals.

To read the article ⬇️

https://contactcentrepanel.com/location-watch-morocco/

We look at why Morocco has become a fantastic contact centre outsourcing alternative for UK, European and US businesses.

20/04/2023

With an extra bank holiday in 2023, you may be wondering if your employees are entitled to the day off. In this article, employment law expert, Alexandra Farmer, Head of Team and Solicitor, WorkNest, highlights what to look for in your contracts of employment to avoid disputes.

To read the article in full visit our website ⬇️
https://contactcentrepanel.com/kings-coronation-bank-holiday/

Ahead of the King's Coronation, employment law expert, we highlight what to look for in your contracts of employment to avoid disputes.

18/04/2023

At the end of March Concentrix made the surprising announcement that it was purchasing Webhelp, creating a $10bn revenue BPO giant.

The current global BPO market is in a constant state of flux with mergers, acquisitions and the occasional business failure.

In this article, Steve Sullivan investigates the impact this is having on customers, staff and the contact centre outsourcing market, providing guidance for those who may have concerns.

To read the article in full, head over to our website ⬇️

https://contactcentrepanel.com/global-bpo-market-consolidation/

Steve Sullivan investigates the impact BPO consolidation is having on customers, staff and the contact centre outsourcing market.

11/04/2023

Homeworking’s popularity seems to be mixed. Some say it works and boosts productivity, while others are doubtful and favour traditional office-based work.

As we move further and further away from the reality that was Covid-19, the future of homeworking is becoming more uncertain.

In this article, Neville Doughty questions whether we have continued to implement best practice, post-Covid, when it comes to homeworking and suggests that we review these practices before we abandon homeworking for good.

To read the article in full head over to our website ⬇️

https://contactcentrepanel.com/the-future-of-homeworking/

Neville Doughty explores the future of homeworking post-Covid and whether we have implemented best practice to make it truly work.

04/04/2023

Ever tried to cancel an account or terminate a service with a company? It’s notoriously difficult and that’s the point.

This is a common customer retention strategy, with the objective of making it so difficult for customers to cancel, that they give up.

However, fear not, as the US Federal Trade Commission is dishing out fines for companies that intentionally put barriers in the way for customers wishing to cancel.

In this article, Steve Sullivan discusses the FTC’s most recent fine and advises companies that are implementing such hurdles to customer-journeys to reconsider their strategy.

To read the article in full, visit the Contact Centre Insights newsletter or head over to our website ⬇️

https://contactcentrepanel.com/cancelling-services/

Businesses that intentionally put hurdles in the way for customer trying to cancel services may be facing fines in times to come. Steve advises those businesses to reconsider their customer retention strategy.

24/03/2023

We recently helped Bugaboo, who design innovative parenting solutions, to find a multi-lingual customer service contact centre partner, to help enhance their experienced in-house customer service team. It was a pleasure to work with Justus Tobergte, Head of Customer Excellence, and the rest of the team at Bugaboo.

If you need help sourcing new or alternative multi-lingual outsourced contact centre provision or would like to find out more about our 'free to client' service and how we've helped businesses either visit www.contactcentrepanel.com or get in touch.

To find out more about Bugaboo visit www.bugaboo.com