No matter the sector or business, the word ‘metrics’ always sparks lively debate. This is particularly…
Category: – Downloads
IVR self-service session costs 6 times less than a call to an agent
Visual IVR set to give telephony self-service a shot in the arm New research published by…
Synthentix asks how to choose the right customer service software vendor
In today’s omni-channel world, consumers now expect to be able to seamlessly move from one customer…
Unlocking the benefits of voice biometrics
How contact centres can improve security while reducing customer frustration and cutting time agents spend on…
1 in every 25 jobs in the UK is within the contact centre industry
But what does the future hold? “UK Contact Centres in 2014: The State of the Industry…
Telephony Best Channel for Complaint Handling & Customer Satisfaction
Telephony Best Channel for Complaint Handling & Customer Satisfaction with 73% of US businesses say, if…