Wellness Centre

Why aren’t contact centres winning the CX battle?

After 30 years working in and around contact centres and the companies which sell tech to them I have the answer. It’s painfully simple, but because it requires dealing with subjects most contact centre vendors, their partners and IT managers are ill equipped to deal with, it’s often missed or not given the attention it deserves. Let’s start by taking a closer look at contact centre technology companies, these organisations spend a huge amount of time and money trying to bring new features to market before their competition, then they convince their partners that these short lived USPs will solve contact centre problems. The reality is the real challenges facing contact centres almost always stem from workforce related issues like: absenteeism, disengagement and staff turnover.  “Which has the biggest impact on success of contact centres, meeting the needs of the …

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New CSAT figures suggest a back-to-basics approach could help many Utility Companies

New figures from TTi Groups’ 24 Month Bench Mark Report suggests that Utility Companies which offer solid traditional contact centre services are at an advantage to those trying to push customers to use new technology. So who’s been getting the basics right and delivering the best Customer Satisfaction and who needs to consider a back-to-basics approach? Well according to this study which includes 15 utility companies of varying sizes, there are some clear stand outs and congratulations in order to: Bristol Energy, OVO and Affinity Water. At the bottom of the league table and where failings seem to lie in basic stuff like “Ease of Contact” we find Npower and Scottish Power. Not only worsed performers but a huge 27% deficit in performance compared to 13th place Utilita. Customer Satisfaction League Table (using TTi Results) Rank Name Result 1 Bristol …

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