Call centres are the first point of contact for customer assistance and support and are frequently oversaturated with many duties and workers to oversee. Organisations need to look above and beyond client happiness to stay ahead of the competition. Successful leadership and management require appropriate planning, executing and streamlining of day-to-day operations between customer service representatives and agents.
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An ageing workforce and critical engineering skills gaps have left the UK’s communications industry struggling to prepare for the next wave of technological advancement. Amid the tightest labour market in years, what can telecoms employers do to answer the call?
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‘Build it and they will come’ is a fine idea when you have the resources to build with. Unfortunately, many UK manufacturers cannot secure the engineering talent they need and production is suffering. Amid the tightest labour market in years, with external recruitment strategies often failing to deliver, future-proofing the UK’s engineering workforce to provide the skills needed for today’s and tomorrow’s manufacturing will require a new way of thinking.
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Customers expect to receive exceptional service and assistance through all social media channels. Simply having a social media presence is only one part of a strategy. Organisations need to plan for proactively reaching customers online and integrating social media into their everyday duties.
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