COCCO – a cocktail of contact centre content

COCCO – a cocktail of contact centre content

The Conference for Outsourcing Contact Centre Operations is coming in October – the industry is changing beyond recognition and this is the event to capture just how far-reaching those changes are. Whether through the inclusion of social media...
Rightshoring: Locating your business

Rightshoring: Locating your business

Everything is electronic and a lot is cloud based at the moment but location is still important. Should you prioritise real estate prices, available skill sets or some other criteria? Our event will help clarify the issues.

Data security in the new environment

Data security in the new environment

Home working, automation, extra channels…now, where did we put the key? There are huge opportunities but also data risks as the new contact centre landscape emerges. At our event we will explore how to mitigate those risks.

Contracting for your contacts

Contracting for your contacts

How many of your operatives are paid to come in and sit in a specific chair for an amount of time – and wouldn’t it be better if they and you were paid for successful outcomes? Business is moving that way – come to our event and find out how.

The digital world: Rise of the robots?

The digital world: Rise of the robots?

Robotic process automation (RPA) is great because it eliminates the tedious, repetitive jobs that nobody really wanted to do. Only, a lot of contact centre work is precisely that – so how do we re-skill and re-enthuse a workforce that thinks it’s...
Customer engagement and experience

Customer engagement and experience

Surveys from BT and elsewhere have shown that customers feel they call contact centres and it doesn’t change the organisation. So what are the best ways and the best media for making them feel truly engaged and as if they have a stake in the...
How do you manage the home worker?

How do you manage the home worker?

Take a look at an empty chair. That’s what a home worker looks like – they’re not in your contact centre so you can’t use your old management techniques. So do you automate, build trust, go back to recruiting different people?

Social media: Is it in your contract yet?

Social media: Is it in your contract yet?

Your client’s customer calls you and they’re annoyed. They’ve been Web chatting, which you knew. They’ve also been Facebooking and Tweeting, which you didn’t. So how do you persuade your client to let you loose on the social media feeds as...