Stephen Ratledge

Struggling to keep up with peak contact centre demands?  Here at Ant, we get it. We know the pressure that peak periods can pile on - from performance pressures to customer experience strains. That's why we custom-craft solutions tailored to your needs. Whether you're experiencing geographical challenges or are seeking a specialised skill set, we've got your back. But wait, there's more. Leveraging our global expertise and extensive language capabilities, your business stays ahead of the curve, regardless of where you operate. The primary challenge in managing peak demand lies in striking a delicate balance between easing the burden on your staff and upholding the high standard of prompt and precise service customers expect. Ready to experience the difference? Schedule a free consultation today to see how we can support. Discover more: bit.ly/3WyUOar #ManageDemand #ContactCentres #Outsourcing #BPO #CapacityManagement #PeakManagement #AntMarketing #CallCentre #PeakDemand #OutsourcingSolutions #BusinessSupport #CustomerService 

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Did you know the average call abandonment rate for UK contact centres is 4.41%? Find out if your customer service team is keeping pace with our data-rich infographic. It breaks down the latest industry benchmarks for UK customer service contact centres. Get the insights: ✅ Key performance indicators for customer service ✅ Insights from 449 UK customer care and technical support professionals ✅ Data to assess your team and pinpoint areas to improve Don't miss out! Download our free infographic featuring exclusive data from our upcoming 2024 UK Benchmark Report and see how your team compares to industry standards. Get your copy now: https://bit.ly/3KJGBA1 #CustomerExperience #BenchmarkReport #CXContactCentre

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North Yorkshire Council have rapidly improved their response time to citizens with our #CxEnvironmentalHealth software. Our smart solution is enabling the council to drive forward efficient changes without external support. Also, because it’s in the cloud, there's no need to waste time with solution updates! Read our case study to learn more ➡️ https://lnkd.in/e_-j28JX #CivicaRegulatoryServices #GovTech #ImprovingCitizenExperience #Cloud #LocalGovernment

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Contact centre managers have access to more accurate insights than ever before. How can understanding customer intent be key to the performance of your contact centre and your customer experience? https://bit.ly/4duxbWy #customerintent #contactcentre #customerexperience #aprobecxcompany #orationbyconvai

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📊 Do you want to know the top 5 issues faced by industry leading contact centre managers? We interviewed contact centre managers from various organisations, digging deep into their experiences, frustrations, and predictions. The results? Mind-blowing insights that shine a spotlight on the daily challenges faced by the industry. Download your copy here and lets get TORCing! https://lnkd.in/gwaAZUWs #WorkplaceLandscape #HybridWork #ContactCentres #TORC #RecruitmentExperts

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For contact centre managers, knowing how precisely agents are adhering to their schedules and assigned tasks is crucial – as falling behind with either can negatively impact productivity and customer service levels 📉 But it can be tricky to encourage your frontline to buy in to the importance. So how do you change this for the better? To find out, we asked our panel of experts for their top tips and techniques for turning your adherence strategy around. Read their insights here 👉 https://lnkd.in/dKYmtCve Thanks to MiaRec, Odigo, injixo, NICE, SVL and Calabrio, Inc. for their contributions. #ServiceLevels #CX #Adherence #ContactCentres

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Access the annual Contact Centre Outsourcing Report 2024, supported by The Knowledge Group (tkg), that delves into the dynamic landscape of UK contact centre outsourcing. In an era where outsourcing offshore is a hot topic, our homegrown industry continues to shine, delivering exceptional customer experiences. This report uncovers how forward-thinking outsourcing providers are leveraging AI, automation, and data-driven decision-making, all while fostering team growth and happiness. Whether you're a seasoned outsourcing expert or just starting out, this report is your ultimate guide to navigating the procurement process and building valuable partnerships. Don't miss out on this essential resource – download your copy today and take your contact centre to new heights! 🚀📈 https://lnkd.in/g5gubiPd

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#BigCXUpdate: MaxContact Builds “Useful #AI” for Contact Centers 🤖 CX Today’s Charlie Mitchell hosts Ben Booth, CEO of MaxContact. The video forms part of our Big CX Updates series, where we find out all the latest from a series prominent CX companies. In this episode, we talk everything MaxContact, discussing: 🔴 Which products and services are resonating most with customers? 🔴 What’s on the roadmap, and how will that roadmap benefit customers? 🔴 The rising tech trends that are most impacting CX teams. Watch the full interview here 👉 https://lnkd.in/edvXgmA6

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At Sabio, we exist to make… 💬 productive contact centre conversations 🤖 effortless automation with AI 🔢 Insightful interactions with data 📲 enriched experiences with CRM Kickstart your CX journey. 🏃‍♂️ 💨 https://lnkd.in/dN53siS7 #AI #Data #CRM #ContactCentre

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According to research from COMMFusion '50-70% of businesses have informal contact centres, which means the informal contact centre market opportunity is in the tens of billions of dollars.' Our latest blog explores this HUGE opportunity in depth and explains how ConnectPro, our informal contact centre solution is a game-changer in this market, particularly if you're a Microsoft partner. ConnectPro is easy to sell, easy to deploy and easy to manage - invest a few minutes to learn more here: https://lnkd.in/e_8qsFgU 👍 If you find it valuable, don’t forget to hit the “Like” button and share it with your network. Let’s spread knowledge and inspiration together! 🌟 #microsoftpartner #contactcentre #microsoftTeams #contactcentrelite

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You can now consolidate multichannel data in real time to elevate your contact centres performance https://lnkd.in/eYdVp2Mm #workforcemanagement #wfm #wem #contactcentre #data #datamanagement #migration #technology

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🤖 Imagine a future where AI supports contact centre agents, enabling them to excel in what they do best. When companies implement AI correctly, it doesn't just automate tasks; it enhances the roles of contact centre agents, empowering them as critical thinkers and problem solvers. This transformation is not about replacing jobs but elevating them. Thanks again to Ben Hancock, Manager, ANZ – Digital, Analytics & AI at NICE for leading this conversation with us. #AI #ContactCentres #CustomerExperience #CX #FutureOfWork

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🚀 Together with Skipton Building Society, we're making banking better! Thrilled to have partnered with Skipton Building Society on a transformative journey to enhance customer experiences! Our programme is driven by three core principles: 1️⃣ Digital-first innovation 2️⃣ Seamless human interaction 3️⃣ Absolute customer focus Want to learn more about this story? Read below!

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Discover the future of customer engagement with our innovative Contact Centre as a Service solution, #ElasticCXCCaaS! Designed to boost efficiency, improve customer satisfaction, and drive business success! 💡 📽️ Watch to see how our platform can transform your #ContactCentre with #voice and #omnichannel capabilities: https://buff.ly/3z6aqZl #ProductVideo #DigitalTransformation

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Ever been stuck in a loop, explaining your issue to one customer service representative after another? It's beyond frustrating and that's the kind of thing that sends customers packing. So how can contact centres build that effortless experience to keep customers coming back for more? Find out more: https://hubs.li/Q02vP0tL0 David Machar #BrandLoyalty #CX #ContactCentreSourcing

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Do you need your contact centres to do 'more with less'? If you've answered 'YES', then this webinar is just what your contact centre leadership team needs! Hilário Fiandeiro be in conversation with industry legend, Rod Jones, where we'll discuss tactics and strategies that will elevate your contact centre to new heights. The webinar will take place tomorrow on the 16th of April at 10:00 am SAST. To register, please click on this link: https://lnkd.in/d5uFzxs5 P.S. We realise that the webinar is tomorrow! So, if you can’t attend, please still do register so that you can benefit from watching the recorded session and receiving a complimentary copy of Hilário's e-book! #ContactCentreExcellence #OperationalOptimisation #MoreWithLess  #CostReduction #CXInnovation #BPOStrategies #CallCentreManagement 

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Make Your Voice Heard in the Contact Centre Industry! 📣 We’re uncovering the latest insights and initiatives, and we need your input! Take part in our annual benchmarking survey to share your thoughts on the issues in the contact centre. Have your say on: 🔵 Barriers to improving the advisor experience 🔵 Capturing customer feedback 🔵 Innovations in future headsets 🔵 Enhancements in quality monitoring 🔵 Managing digital channels within WFM solutions Click here to participate 👉 https://lnkd.in/gJZDNm9V #ContactCentres #CX #CXSurvey #CXBenchmarks

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