Having the best possible provision for telephone and email customer contact is vital in every marketing and business drive. The ability to directly contact a professional, engaging brand representative is invaluable when it comes to nurturing customer loyalty, garnering customer intelligence data and boosting acquisitions. We look at the eight questions to ask before you begin a new contact centre campaign.
Optimising business efficiency is vital to all companies, and in the case of SMEs, where resources are particularly precious, cutting costs and ensuring effective allocation of resources should be right at the top of your list. While businesses increasingly require smarter ways of working – basically doing the same for less – so customers’ expectations increase exponentially. We offer some top tips to help you succeed.
We are delighted to announce that Crew Clothing, whom we have been providing customer service for since June 2013, are the proud winners of a Micros Systems Shopping Experience Award for customer service! Micros Systems produce an annual multichannel delivery report, compiled from mystery shopping over 200 home shopping retailers.
Iain MacDonald, Multichannel Marketing Director at Crew Clothing, talks to us about multichannel customer service and the importance of truly listening to your customers. Iain discusses Crew’s ethos and customer service strategy, the impact social media has had on their business and how they intend to develop this into the future. He also advises on their top tips for business efficiencies in retail and more.
Brands presenting their products and services as single channel campaigns is as dated as Bebo and arguably as unprofitable. Customer engagement is no longer solely about the customer, but about the community – a very public, connected community that loves learning and sharing. From sorting the right recruitment processes to learning from campaign results, we look at how your business can provide great 24/7 multichannel service.
Like many reality TV series with larger than life characters, forced spontaneity and hatchet editing, BBC3’s The Call Centre has been making waves throughout the Twittersphere. As industry experts since 1995 we know a thing or two about the true life of a contact centre. Here, one of our longest serving call centre agents, Vicky, talks about her experiences, what attracted her to a contact centre career and what she thinks about the BBC series so far…
With the right planning and execution DRTV (Direct Response TV) campaigns can add richness and integrity to your marketing mix and, if you catch your audience at the right moment, the rewards can be significant. The couch consumer is relaxed and contented, so providing you target them well and pay heed to your resources, your revenues could be in for a treat. Here are some expert recommendations on how to get the most out of your DRTV campaigns.
A quick brain teaser for you – aside from their initials, what do Cheryl Cole and Contact Centres have in common? They have both returned to the UK after failing to make it overseas. But all joking aside, the latter and somewhat less entertaining acronym has made the headlines recently, for after an era of overseas outsourcing it seems a trend is emerging towards brands bringing their contact centres back to the UK. We look at what has sparked this sea change and if it is an enduring one.
