Contact Centre Predictions for 2020
Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.
Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region. Based in the UK, Frank has been with CallMiner for four years, during which time we have seen significant business growth in the region. Frank holds a Masters Degree in Business Administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies such as Genesys, Intervoice, Convergys, SoundBite and CallMiner. When not working Frank is an avid fan of Everton FC, where he is a long time season ticket holder, and enjoys golfing.
January 06, 2021 by Frank Sherlock, Vice President, International
It’s no secret that delivering a five-star customer experience (CX) has direct and long-lasting positive effects on customer loyalty. However, not all customers are created the same. What one customer might prefer, another might reject. That’s why the key to CX excellence is a personalised approach [...]Read more
September 19, 2019 by Frank Sherlock, Vice President, International
In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction scores by creating an emotional connection with their customers. Which’s poll proves this is incredibly important as companies that succeed in creating this con [...]Read more
September 12, 2019 by Frank Sherlock, Vice President, International
Which has recently revealed its list of UK’s Best and worst brands for customer service in 2019. While the top-ranking brands were from a mix of industries – including a bank, retailers and a supermarket – four out of the bottom five places were filled by utilities providers.Read more
March 15, 2018 by Frank Sherlock, Vice President, International
CallMiner VP of International, Frank Sherlock, discusses how the use of interaction analytics can make chatbots more conversational with Call Centre Helper.Read more