Calls May Be Recorded For Training & Quality Purposes

“Calls may be recorded for training and quality purposes” – It’s a phrase we’ve all heard…

Consumers Prefer to Communicate Through Digital Channels

A quarter of Consumers prefer to communicate about Debts through Digital Channels according to research by…

Microsoft Stake in Artificial Intelligence Leads The Way

Microsoft’s stake in artificial intelligence leads the way for serious business use – Artificial Intelligence assistant…

75% of Consumers Hate Repeating Themselves

Whether in-store, online or over the telephone, 75% of UK consumers hate repeating themselves when they…

Give Your Agents The best Data – They’ll Thank You For It

Give your agents the best data – they’ll thank you for it! What makes a good…

Calling All Contact Centre Managers – Dump Your Reports!

Can you imagine a contact centre without reports? The thought literally boggles the mind! How would…

Why Your Contact Centre Needs Customer Engagement Analytics

By definition, customer engagement is an effect, a reaction, a connection, a response, and/or an experience…

Improving Your Customer Experience in Three Simple Steps

Today’s consumer is well informed, with high expectations and more likely than ever before to share…

UK Banks Must Heed NIST Warnings says Aspect

UK banks must heed the NIST’s warnings on SMS-based two-factor authentication, says Aspect Software News that…

Challenger Banks Will Benefit From CMA Changes

Challenger banks will only benefit from the CMA’s changes if they can deliver on mobile, says…

Ditching the Contact Centre Script? Not So Fast!

Ditching the Contact Centre Script? Not So Fast! Jason Alley of Interactive Intelligence explains why you…

Enhance The Customer Service Experience Using Self-service

Enhance Customer Service Experience Using Self-service by Nidal Kamouni, CEO, PCCI Group The essence of customer…

No Passwords Next Step in Customer Engagement

Abandoning passwords is a step forward for frictionless customer engagement in banking accordng to Aspect Software…

We Are Officially A Nation of Complainers

We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) Survey Findings According to…

Aspect Software Calls for Networks and Banks to Collaborate

Aspect Software calls for networks and banks to collaborate following release of alarming fraud statistics from…

Why Contact Centre Scripts Have NOT Had Their Time…

Why Contact Centre Scripts Have NOT Had Their Time… according to Elizabeth Brabner of CallScripter As…

Five Dangerous Misconceptions When Sharing Personal Data

Five dangerous misconceptions when sharing personal data – Cameron Ross is Director of Payments Strategy at…

Voice of the Customer is More than Just Feedback Surveys

Voice of the Customer is a hot topic at companies looking to become more customer-centric or…

Have Contact Centre Scripts Had Their Time?

Have Contact Centre Scripts Had Their Time? Scott Kendrick of CallMiner discusses the Pros and Cons…

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