Rant & Rave publish two reports alongside ContactBabel exploring the pressing issues in the Contact Centre

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Rant & Rave has teamed up with ContactBabel to produce two reports exploring the latest research and insight and the pressing issues that are affecting contact centres throughout the UK

Customer Engagement specialists, Rant & Rave, has recently teamed up with ContactBabel to produce the latest UK Contact Centre Decision Makers Guides on Customer Effort & Engagement and Agent Engagement & Gamification. Both of the reports are packed full of the latest research and insight, exploring the pressing issues that are affecting contact centres in the UK.

The first report looks at Customer Effort & Engagement in the contact centre. Specifically, the report will look at:

  •     How much effort customers have to put in to do business with the organisations they deal with
  •     How customers prefer to be contacted by contact centre agents
  •     How businesses can engage with customers to reduce customer effort
  •     What customers value from their contact centre experience

For access to the full access to the report, Customer Effort & Engagement, visit: http://ravingcontent.rantandrave.com/contact-babel-customer-effort-and-engagement

The second report, Agent Engagement & Gamification, explores how to motivate agents in an environment that is often stressful, repetitive and usually not well paid. Specifically, the report will explore:

  •     The most effective methods for engaging contact centre agents.
  •     How gamification can be used to engage and reward contact centre agents
  •     Which characteristics should be encouraged in contact centre agents and how this can differ by contact centre size
  •     How to use gamification to support wider business objectives

For full access to the report, Agent Engagement & Gamification, visit: http://ravingcontent.rantandrave.com/agent-engagement-and-gamification

About Rant & Rave

Rant & Rave (formerly known as Rapide) was launched in 2000 by Nigel Shanahan and is one of the UK’s leading Customer Engagement specialists, counting half of the FTSE as clients.

Its multi-channel solutions let brands proactively communicate with and gather fast feedback from their customers to manage and measure the customer experience. By providing solutions which are customer, not brand, centric Rant & Rave helps its clients to transform Ranters into Ravers and turn happy customers into lifelong advocates.

To find out more about Rant & Rave visit http://www.rantandrave.com.

About ContactBabel

ContactBabel is the leading analyst firm for the contact centre industry. If you have a question about how the industry works, or where it’s heading, the chances are we have the answer.

The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

We help the biggest and most successful vendors develop their contact centre struggles and talk to the right prospects. We have shown the UK government how the contact centre industry will develop and change. We help contact centres compare themselves to their closest competitors so they can understand what they are doing well and what needs to improve.

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Jennifer Morris
Rant & Rave
+44 2476011905
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