We talked to Ross McQueen, Customer Services Manager at Blackburn. They discussed the impacts and adaptations that have been made during and since the pandemic, how and why they have deployed self-service options and chatbots and answered the question: When is a contact centre agent not a contact centre agent?
In this episode of the podcast we look at the biggest trends shaping the industry. This episode introduces Netcall’s Sales Director Mark Holmes. Mark has worked in the contact centre tech space for over twenty years – so he’s seen a lot of change! Mark joins Louise to talk through the most exciting trends to shape the industry during this time. And shares his views on the brands that are getting CX right.
In this episode of CX Appeal we’re at the Future of the Contact Centre Conference. Hosted by Engage Business Media in London, this event brings together contact centre leaders, industry experts and tech specialists to discuss the latest CX trends and their impact on the contact centre.
In this episode, Louise Wright is joined by Netcall’s Customer Solutions Director Dave Amps. They discuss the differences between multichannel and omnichannel customer service. And why there’s so much confusion in the industry about the two terms.
From front-line issues like agent engagement, contact centre performance and process improvement, through to digital transformation and business growth. In this episode, Louise Wright talks through three of the most popular tips we spoke to our customers about last year.