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Archive for October, 2016

The Future of Work

October 24th, 2016

How Employee Experience is driving Customer Experience: a 4-part series

Employee experience (EX) is the latest buzzword in the business world. But is this focus on workforce wellbeing just a fad, or are we finally seeing the manifestation of the ‘future of work’ concept?

Part one: The Future of Work

As the percentage of millennials making up the global workforce increases, their influence has become the catalyst for the changes we are seeing in working cultures and environments. Larger corporations already have a millennial majority workforce such as Ernst & Young where they account for over two-thirds of the employee base. These millennial workers are craving a more dynamic working culture. They thrive in teams; they think creatively; they move at a fast pace and they are shaping the future of work.

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Being Mr Motivator

October 12th, 2016

Quick tips for boosting motivation in the contact centre

  1. Lucky dip

Our outbound coordinator, Amy, introduced a lucky dip that Customer Care Advisors can take a go on after a particularly good call/meeting targets etc. The lucky dip could be a chocolate bar, being allowed to leave 5 minutes early, having his or her tea made for her for the rest of the day and so on. An inexpensive and fun way to reward and motivate teams.

  1. Employee of the Month

All our advisors are asked to nominate a peer for the Employee of the Month competition. They must give reasons as to why this person deserves the award and the nominee with the most votes win the award and a cash bonus. To maximise this activity we publish a selection of the nominations via internal email and on our Facebook page. It’s really nice to see what lovely things are said about one another.

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CallScripter joins Direct Response Group

October 7th, 2016

On September 9th, 2016 it was announced that Direct Response Contact Centres Ltd (DRCC) would be purchasing CallScripter, agent scripting solution, and Ansaback, outsourced contact centre, both based in Ipswich, Suffolk. The ensuing three weeks entailed a number of conditions being met and getting the green light from the shareholders. Now all controls have been completed and the deal is closed, we are delighted to announce that we are officially part of DRCC.

CEO, Ian Mitchell & Chairman, Chris Robinson, have been spending time at the CallScripter and Ansaback headquarters in Ipswich to meet with employees individually. Discussions on how the takeover will shape both businesses and how we will merge with the existing operations have already begun and the future is looking very bright indeed.

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Focus on…Karl Magerum

October 5th, 2016

Name: Karl Margerum

Aka: Saviour of CallScripter

Job title: Developer – Integrations specialist

Time in the company: 11 years

Where did you start: 07/2005

Starting as a general developer in July 2005, Karl moved to more specific integrations as a natural progression when CallScripter began taking on more clients, each with different systems.

Day to day, I work to a monthly bug list of issues and enhancements as well as any new pieces of product development, be it cti provider work, 3rd party integrations or general enhancements to existing features. The best thing about my job is that the product never stands still.

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Direct Response Contact Centres Ltd Acquire Businesses for Strategic Growth

October 3rd, 2016

Direct Response Contact Centres Ltd, one of the UK’s leading digital multichannel contact centres, announces the acquisition of three companies as part of the group’s strategy to grow through organic expansion and acquisition.

The acquisitions include Ipswich based Ansaback, one of the UK’s leading multi-channel call centres, and CallScripter its sister business that provides revolutionary contact scripting solutions and business intelligence.  Both companies have been purchased from IPPlus Plc.  In a separate agreement, Direct Response Contact Centres Ltd has acquired GoResponse, the Kent based customer support experts.

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