It’s that time of year again soon when the industry gathers together at London’s Olympia for the annual call centre expo.
The conference brings a wealth of experience from the call centre world and, over two days, we will be there to listen and learn about many ways in which call centers can improve efficiency and, naturally, increase customer satisfaction.
Best4Systems have a long history in supplying major call centres around the UK with high end communications solutions and headsets for the operators and the Call Centre Expo provides a useful insight into the environment in which the staff work and the way in which they interact with their customers.
There will be a talk from Nokia on how to manage a large part of your customer service via Social Media channels, whilst Google’s Technology department will be giving a masterclass in the provisioning of a digital service for customers – focusing on the telecoms industry they will be promoting the merits of allowing customers to solve their issues and queries online.
These, and other seminars may appear to be at odds with the traditional set up of a call centre – there is a lot of onus upon moving the conversation away from the phone to social media and, hence, the conversation to the online area rather than the spoken. It is, of course, a fact that it is possible to minimise repetition in a call centre by the use of online materials such as frequently asked questions and knowledge base articles which can free up operator time for when it is important – anyone who has been in the position of a customer wishing to deal with a large brand or company will know that it is indeed just the essence of great customer service to talk to someone. Social Media and digital interactions can lessen the load on a call centre by cutting the number of calls – this allows the operator time to be spent more fruitfully and will create a real human engagement.
As in past years Best4Systems will have a stand at the expo where we will providing information on our ranges of telephones for call centres which include the Avaya, Nortel and Alcatel IP phones as well as ranges of Plantronics and Sennheiser Headsets and Polycom Soundstation Audio Conferencing equipment. We will have a team on hand to discuss the best way to implement the art of conversation – aurally – with your customers.
We will also be showcasing the new addition to our Avalle headset Range