Sponsored by BYC Aqua Solutions, Jabra GN, Moneypenny and RSVP at Verizon Offices in Reading, Berkshire.
RSVP were kindly invited by UKCCF and IS to attend a conference for outsourcing contact centre operations in Reading at the offices of Verizon. The conference was sponsored by RSVP alongside other organisations such as BYC Aqua Solutions, Jabra GN and Moneypenny. The conference was made up of several talks by industry professionals ranging from topics on social media to political economics.
The first discussion was held by Peter Ryan, founder of Ryan Strategic Advisory on ‘The Future of Working in a Contact Centre 2020’. The discussion was accompanied by leading industry professionals including Declan Maguire from TBT, William Carson from Teleperformance and Simon Foot from Ember Services. The discussion ranged from comparing problems of modern day contact centres to those that we may face in 2020 with many varied opinions of the severity of change we may face three years down the line. Conversations were held about the on-going political status of the country and how that could affect modern day contact centres and what those affects may look like in 2020.
We then moved onto a discussion on commercial banking titled ‘Economic Outlook, Another Fine Mess!’ lead by Adam Chester, Head of Economics at Lloyds Bank. The fantastically thorough presentation involved headings such as:
Finally we were given an edifying summary of the presentation and main points covered throughout.
In addition, we were addressed by Peter Ryan of Ryan Strategic Advisory on ‘The Contact Centre- Changing Times in a UK Offshore Dynamic’. He began to speak in depth on the competitive advantages that outsourcers must have available in their services to win potential business. With the presentation of a graph, it was clear that the two most important advantages are leading edge security/data protection capabilities as well as diverse social media CRM offerings.
We were also presented with a graph to indicate outsourcer UK pricing – inbound, voice based customer service (Price/Agent/Hours) USD. The UK mainland came in at second highest in this graph followed by Northern Ireland, South Africa, Philippines and lastly India. The highest country on the graph was Ireland. Peter began to speak in detail about India and its growing potential as offshore outsourcers. India was the very first offshore contact centre delivery location, therefore, as a potential business source it holds a fairly high reputation. He then pinpointed the labour scalability, the emphasis on quality across CRM value chain, English language availability, non-voice customer experience and relatively stable.
Finally, the conference was completed by an in-depth discussion on RPA (Robotic Process Automations) & AI (Artificial Intelligence) lead by Guy Clapperton from Intelligent Sourcing, Sarah Burnett from Everest Group and Andrew Burgess from AJ Burgess.
In conclusion, the exposition was an incredibly informative and interesting event for RSVP. It was a wonderful opportunity to discuss some very current issues in the contact centre world and a great opportunity to meet some fellow industry professionals and find out a little bit about leading competitors.
Publish Date: June 23, 2017 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
|RSVP DOES HALLOWEEN||October 31, 2017 5:00 AM|
|Important things to remember in the contact centre||October 26, 2017 5:00 AM|
|How to Successfully Train Your Agents||October 13, 2017 5:00 AM|
|How to Improve Your Recruitment Process||September 28, 2017 5:00 AM|
|TOP TIPS ON IMPROVING CALL QUALITY MONITORING||September 13, 2017 5:00 AM|
|How to Make the Most out of your business using outsourcing solutions||September 4, 2017 5:00 AM|
|UK Contact Centre Forum and Intelligence Sourcing Conference for Outsourcing Contact Centre Operations||June 23, 2017 5:00 AM|
|What Makes a Great Call Centre Agent?||June 14, 2017 5:00 AM|
|Agent of the month!||February 16, 2017 5:00 AM|
|Agent of the month - Secret Escapes!||December 12, 2016 5:00 AM|