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Netcall Blog


The march of the robots. Will AI really replace HI?

The march of the robots. Will AI really replace HI?

AI - how will it replace contact centre agents? What kind of tasks will it handle? Can you leave it unattended to interact with your customers?

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Survival of the fittest - digital customer experience

Survival of the fittest - digital customer experience

Experts tell us that embracing digital potential is a top priority for brands today. In order to survive, organisation need to be flexible and focused.

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Complaints about nuisance calls are rising - help customers welcome your calls

Complaints about nuisance calls are rising - help customers welcome your calls

Complaints about nuisance calls are up 12.5% and they’re making it difficult for normal businesses to reach their customers. How can you make sure they answer?

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The rise and... increased rise of cloud in the public sector

The rise and... increased rise of cloud in the public sector

Cloud-based solutions in the Public Sector: what are the key drivers for moving your services to the Cloud? We discuss the top 4 top issues.

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6 tips for deployment project success

6 tips for deployment project success

If you’re considering different deployment options for your Contact Centre technology, how do you ensure project success? We offer our 6 top tips

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Three stages to achieve end-to-end customer experience

Three stages to achieve end-to-end customer experience

Transforming your contact centre doesn’t happen overnight, it happens in phases. To support your journey, we suggest three stages to help you reach your goals.

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Data cleansing – Spend a little to save a lot

Data cleansing – Spend a little to save a lot

​Data can be one of the most valuable assets an organisation holds. Yet most organisations don’t invest enough time and effort into making sure it's up-to-date and accurate.

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3 Tech Investment Trends in Contact Centres

3 Tech Investment Trends in Contact Centres

The day-to-day running of your contact centre can take up most of your time. How do you ensure you invest in the right technology to meet strategic business aims?

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Identify individual training needs for each agent – without management burnout

Identify individual training needs for each agent – without management burnout

You manage a whole team of agents as well as other demands on your time. Making sure every individual gets the appropriate training on every process is tricky.

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Uncover hidden processes in your call flows

Uncover hidden processes in your call flows

Do you know which specific part of your process is broken? Discover how to quickly identify and then repair broken processes to support your agents.

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Humanoid or interested agent?

Humanoid or interested agent?

Customers are happy to use technology to handle simple self-service. But when they face a complex request, they want a ‘real person’ helping them, not a robot.

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FTSE 250 company adopts Netcall's Liberty suite

FTSE 250 company adopts Netcall's Liberty suite

We are pleased to announce that we have secured a minimum £1.5 million contract with a FTSE 250 company.

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Clearing win for Sheffield Hallam University and Cardiff University

Clearing win for Sheffield Hallam University and Cardiff University

Top universities cut waiting times and answer more calls by using Netcall solutions during Clearing. Discover how they did it.

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Three steps to matching customer expectations

Three steps to matching customer expectations

Different generations prefer different channels of communication. But you don’t have to offer them all. Match the most effective channel to reach your customers.

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​Understanding your customer’s journey delivers productivity paybacks

​Understanding your customer’s journey delivers productivity paybacks

Put yourself in your customer’s shoes. Where do they have a high-effort experience? Making it easy for customers to communicate with you will ensure you keep them.

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​Gaining greater agent productivity and capacity using a 360° view

​Gaining greater agent productivity and capacity using a 360° view

Your contact centre is at the heart of your customer’s experience, and it’s essential to match their expectations as well as improving agent productivity.

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​Customer self-service – has it gone too far?

​Customer self-service – has it gone too far?

Loyal customers buy more, pay more and have fewer complaints. Making their transaction easier with self-service is one way to achieve it. But has it gone too far?

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​I’ve invested heavily in non-voice channels, yet my transaction costs are not falling?

​I’ve invested heavily in non-voice channels, yet my transaction costs are not falling?

As a contact centre manager you may have matched types of transaction to specific channels but now you need to understand the true cost-to-serve by transaction.

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Omnichannel – is it more about technology, people or process?

Omnichannel – is it more about technology, people or process?

If you’re one of the many organisation shifting to an omnichannel approach, you may be asking yourself what should the focus be; technology, people or processes?

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Offer Customers a Channel Choice – Why it’s worth making the effort!

Offer Customers a Channel Choice – Why it’s worth making the effort!

Finding the most suitable channel for each interaction may seem like a daunting task, but understanding channel preferences will be well worth the effort.

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