A newly published book explains why it makes sense for contact centres to encourage customers to complain if they are unhappy with a product or a service – and how interactive voice response (IVR) can be beneficial for routing inbound calls.
The DMA has published new guidance on contact centre compliance, reminding contact centre operators of the various different organisations that hold them accountable.
UK call centre monitoring and training is part of what makes the contact centre industry unique – a way for call centre managers to observe the language used by call agents, and to provide direct coaching and feedback based on those observations. In a new book called Technology Mediated Service Encounters, Dr Anna Kristina Hultgren, […]
Debt collection call centres face some unique challenges. Call agents may be asked to contact vulnerable individuals. Calls are often aimed at recovering funds – not improving customer perception. Regulatory pressures can be significant, leading to a need to monitor and record calls for compliance purposes. In a paper published in summer 2018 in the […]