It Doesn’t Have To Be This Way! Why Companies Hang Up On Customers

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, Natasha Rutterford tackles the thorny issue of dropped calls


I love the daily tips emails from Contact Centre World. Some are really enlightening with new ideas and operating methods, many others highlight common failings in customer handling.

The issue in the below comment caught my eye as it is something which I have experienced and really irritates me as I know there is a simple technical solution!

Deliberately dropping calls during busy periods.

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University clearing is important to both parties

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, Martin Kirkup analyses the two-way street of University Clearing.


Now with the end of their exams and summer officially arrived it can be tough for students to keep track of all the different universities and Colleges Admissions Service (UCAS) deadlines that they need to keep to in order to start their university education.

For students wanting to apply to universities to study in 2016, June 30th marks the deadline for UCAS applications – from July 1st, any student applications received are automatically entered into the Clearing process.

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The Power of Human

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, our Marketing Manager Natasha Rutterford looks at the importance of a ‘human touch’ vs full automation.


Automation, self-service and the power of technology have revolutionized the contact centre, however when it comes to resolving some issues you can’t beat a human touch.

Often these situations are the most sensitive or demanding and you can be sure that if your organisation slips up here your clients won’t forget it!

It’s tempting to rely heavily on automated self-service in order to save costs; however it may be better for contact centre management to view humans and technology as allies in the fight for a better customer experience.

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There’s More To Mobile Wallets Than Money…

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In today’s  blog Sales Director John Wood reflects on the wider advantages of Mobile Wallets, inspired by a recent TelemediaOnline post (more details below).


Apple Pay was announced in the US in late 2014 and launched with quite a bit of fanfare in the UK in July 2015. Today, most of the big UK banks have committed to support Apple Pay, although not all were part of the scheme when it first launched.

For those who don’t know, Apple Pay is a mobile payment system and digital wallet service designed to change the way consumers shop. There is no doubt that the company has been leading the way in the effort to move consumers from the use of old fashioned physical wallets, packed with various plastic cards, to a world in which your iPhone or Apple Watch does all the work.

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Give Your Customers The Channels They Want!

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, our Marketing Manager Natasha Rutterford takes a closer look at the importance of tailoring communication channels to your customers.


It should come as no surprise to hear customers have preferences when it comes to communication.

The availability or otherwise of preferred contact methods makes a difference to everything from customer satisfaction to repeat purchases and  revenues.

Despite this clear evidence, it’s surprising how many companies either limit the channels on offer or have them working in discrete ‘silos’. 

 

The classic example of this is Social Media, which straddles the divide between customer service and Marketing/ PR in a rather awkward fashion, allowing some customer contacts to ‘fall through the cracks’.

If a client has made fruitless complaints via Twitter or Facebook and then have to call a contact centre, they are likely to question your brand commitment to customers (and whether they want to be one of them!)

A well-organised, joined-up approach, however, turns irate consumers into advocates and champions of your organisation.

Think about what contact channels you currently offer your clients. Are they centralised or fragmented? Do you know who is accountable for different interactions via each format?

We are operating in a multi-channel world and brands ignore this at their peril!

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New Integrations Boost C3’s Popular Payments Server

 

Computer telephony specialists C3 have announced further Payment Service Provider (PSP) integrations to their popular payments solution with direct integrations to Worldpay and Capita Software Services, a division of Capita Plc.

The new developments add to an already extensive list of Payments Service Providers (PSP’s) directly available via C3’s secure payment platform.

In addition to existing direct integrations the C3 team are also able to develop bespoke interfaces for other PSP’s / external programmes as required by clients.

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