Open Menu

18 Aug 2016

18 Aug 2016


Download: The new rules of the inbound contact centre

Posted by Sandie Simms

Things have changed in the contact centre. Nowadays, ‘Inbound’ doesn’t just mean phone calls. It can mean anything from chat, to email or social media.

[more]

02 Aug 2016

02 Aug 2016


The Power Of Persuasion: Hacks to Help You Get Your Way

Posted by Amy Fowler

Being able to influence people – to get them to think your way – doesn’t occur as a result of luck or magic. While some of us might appear to have a natural flair for persuasion, being able to impact other’s thoughts isn’t just an art – it’s science. Dr. Robert Cialdini is widely regarded for his book, “The Psychology of Persuasion”, which resulted from a three-year study into what causes people to behave the way they do. The book’s lessons can be condensed into six key principles, ‘reciprocity’, ‘consistency’, ‘social proof’, ‘authority’, ‘liking’, and ‘scarcity’ – but how do we leverage these principles in real life?

[more]

07 Jul 2016

07 Jul 2016


Magnetic North appoints Enda Kenneally to Vice President of Sales & Business Development

Posted by Sandie Simms

Leading provider of cloud-based contact centre solutions Magnetic North has appointed Enda Kenneally as Vice President of Sales and Business Development, further strengthening the UK management team.

Previously UK MD of Mitel, Kenneally is well known in the industry as a powerhouse of revenue generation, channel management and growth. Most recently, as a member of Avaya’s senior leadership, she was responsible for the company’s global BT partnership, Avaya’s second biggest global revenue stream.

Kenneally’s appointment comes at a key time, as Magnetic North evolves its portfolio to offer a robust suite of services to its customers to better meet their future needs. As cloud migration continues to gather pace among all sectors, Kenneally will ensure that Magnetic North’s platform continues to increase market share as it becomes synonymous with delivery of seamless and contextual multi-channel consumer experiences.

David Cottingham, Senior Vice President, West Corporation said: “This is a really exciting time for Magnetic North. The market opportunity for our cloud-based platform is huge and the timing couldn't be better to welcome Enda to the team. She is a seasoned player and well-respected individual with a track record of success. I have no doubt she will help to drive further success for the business.

[more]

30 Jun 2016

30 Jun 2016


How Much Time Do We Spend On Hold?

Posted by Amy Fowler

Research has shown that the average consumer can expect to spend around 43 days of their life waiting on hold. Sound farfetched? That breaks down to between 10 and 20 minutes a week.

[more]

14 Jun 2016

14 Jun 2016


Poor customer experience and the huge cost to UK business

Posted by Sonia Rabone

Find me on:

Our ‘Converting customer experience into revenue’ report, which found that poor customer experience is costing UK brands at least £234 billion a year, has attracted widespread media attention.

[more]

27 May 2016

27 May 2016


Customer journey mapping; how to shape customer experience strategies that increase sales

Posted by Lucy Silvers

Find me on:

Customer journey mapping; how to shape customer experience strategies that increase sales

[more]

16 May 2016

16 May 2016


Are homeshoring and nearshoring the only way to offer an exceptional customer service?

Posted by Lucy Silvers

Find me on:

Homeshoring was in the news once again recently with the announcement that mobile phone operator EE is aiming to bring 4G to 95% of the UK landmass by 2020 as well as relocating its customer services to the UK and Ireland.

[more]

04 May 2016

04 May 2016


The Science of Customer Loyalty

Posted by Amy Fowler

Securing a new customer is a reason to celebrate, but research estimates that it costs around five times more to acquire a new customer than to keep one. Want to future proof your company? Try taking a look at how much you spend on customer acquisition vs. customer retention, and don’t underestimate the importance of investing time and resources into keeping your current customers happy.

[more]

19 Apr 2016

19 Apr 2016


Cloud PBX vs Contact Centre – Which Do You Need?

Posted by Will Tonna

Experience and bottom-line results have shown us that companies transitioning over to cloud telecoms have made significant savings in the day-to-day running of their phone systems. By building on our existing cloud infrastructure, we can continue to develop exciting new products and features within our portfolio and make these instantly available to our customers.

But it’s important to make the distinction between utilising the cloud as a core telephony platform or as a contact centre service. It may well be that you are looking at both back office staff and front-line agents as part of a telephony review. When starting your review, these two definitions may seem difficult to differentiate between: How do you know which users require what functionality? If that’s the case for you, then ask yourself some of these key questions to help distinguish which product might be right for your requirements.

[more]

15 Apr 2016

15 Apr 2016


What is contact centre virtualisation?

Posted by Lucy Silvers

Find me on:

The first call centres are believed to have hit UK shores in the mid ‘60s. By the ‘80s they had become an essential ingredient in most companies’ customer care strategy. Large offices would house row upon row of desks, with agents sitting in front of their computers and answering calls that were routed to them using traditional PBX and ACD systems or making outbound calls.

[more]

Subscribe to Email Updates