4th August 2015 | Posted by Katie Deadman
As satisfaction with Customer Service across the UK continues to fall, industry experts from the Contact Centre sector are coming together to understand the changes in the industry and the skills required for the contact centre of the future.
Research has revealed that as customers become more self-serving, many transactional activities previously carried out by contact centres have moved online. As a result of this change in customer behaviour, contact centres now find that they are dealing with more complex issues – often customer service complaints. This change in activity has resulted in organisations having to provide more comprehensive skills training for their frontline advisors and managers to handle these types of enquiries…
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