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Netcall Blog


Proverbial Performance Management Tips

Proverbial Performance Management Tips

Love them, or hate them, proverbs exist because they resonate with experience and wisdom. So, should we “throw out the baby with the bathwater” and ignore the wisdom they bring? Here are our thoughts on how proverbs can help when deploying performance management systems.

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Agent journey mapping: the secret to even better CX?

Agent journey mapping: the secret to even better CX?

​Customer Experience (CX) remains top of the priorities list for many contact centre leaders as organisations strive to stand out from the competition. But what insight could you gain from your agent journey?

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10 ways to improve customer experience - part 2

10 ways to improve customer experience - part 2

We continue to look at the 10 way to improve customer experience. Taken from our recent webinar in association with Call Centre Helper.

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Digital by Default or Digital by Choice?

Digital by Default or Digital by Choice?

So, you may have heard – it’s the digital age. But what does that mean for your council? With 9 in 10 UK adults now online, increasing numbers of the UK’s population are opting to use digital channels to communicate....

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10 ways to improve customer experience - part 1

10 ways to improve customer experience - part 1

We recently held a webinar with Call Centre Helper on 10 ways to improve customer experience. We’ve summarised them all below and by clicking on the title you can learn more about each one.

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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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How Are You Cracking Down on Non-Emergency 999 Calls?

How Are You Cracking Down on Non-Emergency 999 Calls?

Police contact centres reveal that despite almost 50% of calls to 999 lines would be more appropriately handled as 101 non-emergency calls.

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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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