Traditional Wireless Technology Is A Waste of Space

As businesses embrace the benefits of wireless technology telephony, they quickly run up against space limitations in today’s cheek-by-jowl office environments. New wireless standards offers a chance to re-think the office space. 

Communications technology might be making distances irrelevant, but people are acutely aware of the way that their own personal space is diminishing. The proportion of the planet living in urban areas has grown from 34 per cent in 1960 to over half in 2014, and we’re living and working in ever-smaller spaces. The average UK living room has shrunk by a third since the 1970s, for example; while in the US, each worker has lost 20 square feet of personal space since 1992.  Continue reading

Digitally enhance customer service. Don’t fully automate it

As the saying goes, “A problem shared is a problem halved.” Why then are many organizations automating their customer service functions – taking away the very human interaction that you expect, and need, when asking for assistance?

The answer, of course, lies in cutting costs. But are companies cutting off their nose to spite their face? In short, yes.  Continue reading

Who owns Customer Experience in your organization?

Unboxing an Apple product – Wow!

Buying products from Amazon and ease of returning – Wow!

Being put on hold for 15 minutes during a customer support call – Terrible!

The battery lasts for 3 hours compared to the promised 5 hours – Frustrating!

We all have experienced moments of delight and despair during our interactions with “brands”. The above examples are not of good/bad products, but of “experiences” that we have around products or services that we buy. Continue reading

Best noise-cancelling headsets for a loud call center

Call centers can get loud. To deal with the background noise, call center employees may opt for noise-cancelling headsets that help them hear and be heard.

Call center agent wearing Jabra Biz 2300

What separates a busy call center from a regular office is the amount of calls people handle on a daily basis. It’s kind of in the name. Call center staff spend their days talking on the phone, surrounded by a lot of noise from their colleagues.

The job of a call center employee quite literally depends on being able to have clear, noise-free conversations with customers and clients. So it’s not too surprising that noise-cancelling headsets are some of the most sought-after tools for a call center. It’s as important to make sure the customer hears you clearly as it is to reduce the amount of noise around you.

That’s where dedicated noise-cancelling headsets for call centers come in. They help you solve two main call center concerns: “Will they hear me?” and “Will I hear them?”

Continue reading

When Your Washer Leaks, Call These People Last

New technologies enable us to fix things we previously left to the pros. That means a new and exciting future role for contact centers: expert problem solver – the ones we call when we’ve run out of options.

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I’ve seen the future of contact centers… reflected in my washer.

Trust me, I haven’t gone stark-raving mad. But I have been doing a lot of reading lately, including an article about the dramatic increase in people who, instead of calling a repair expert, are fixing their complex home appliances all by themselves.

This trend would seem to defy logic, since even a cursory glance at the newest models shows that they’re more complicated and feature-packed than ever. But it’s true. Continue reading

Knowledge Workers: to the Contact Center!

Today, contact centers are a vital part of business, handling customer service through multiple communication channels, and more often than not, the setup is technologically state of the art. However, we have not yet seen the full potential of the contact center. I dare to venture that big data’s entry into the data center will bring better and smarter products and services to light and wholly new types of central job opportunities for the trail blazing knowledge worker.

Contact Center

We are witnessing a silent revolution. The contact center revolution has been a quiet one, and the industry is changing before our very eyes. Odds are, you have spoken to at least one contact center worker recently, and according to the 2013 Global Contact Center Survey by Deloitte, you will do so again tomorrow.

There are some interesting take-aways from Deloitte’s 2013 Global Contact Center Survey. Continue reading