New research reveals how UK contact centres could establish a ‘new normal’ of home-working, with major…
Category: – Articles
The Green Contact Centre – What it means and matters
Building a greener contact centre – What it means and why it matters today by Jeremy…
Workforce Planning When There’s a Global Pandemic
Workforce Planning When There’s a Global Pandemic – Aspect partner, Call Design, shares insight regarding how…
Why now is the Time of the Contact Centre Chatbot
Why now is the time of the contact centre chatbot By Steve Murray, Solutions Director, IPI…
Contact Centres after COVID-19 – No Longer Business As Usual
Contact Centres after Covid-19 – No Longer Business As Usual Edmund Ovington, VP Global Channel &…
Homeworking During COVID-19: A New World of Work
Homeworking During COVID-19: A New World of Work. Steve Mosser , Group CEO at Sensée discuesss…
COVID-19 – Rebuilding Business After the Pandemic
Rebuilding After the covid-19 Pandemic – Patrick Dennis is CEO at Aspect reflects on what businesses…
Managing Workforce Engagement During COVID-19
Managing workforce engagement during COVID-19 Craig Farley, Head of WEM Consultancy IPI Contact centres have seen…
Key Characteristics of Successful Virtual Assistants
Sabio Group, one of Europe’s leading independent customer experience and contact centre innovators, has highlighted what…
Contact Centres Maintain Human Connections in Crisis
Contact Centres Maintain Human Connections in Times of Crisis In times of crisis, like right now,…
Homeworking in the Contact Centre Industry During COVID-19
Homeworking in the contact centre industry: why balance will be key in future flexibility COVID-19 has…
Real-Time Adherence – Help You Manage Your Workforce Remotely
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely With Contact Centres…
Manage Remote Contact Centre Agents During COVID-19
How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak As the nation reacts to…
You don’t get a second chance to make a first impression
This week I had an enjoyable meeting with a much valued client where we discussed staff…
The Truth Behind Foreign Contact Centre Scams
8 Scam Calls Every Second in the UK – The Truth Behind Foreign Call Centre Scams…
Seasonal Demands Require Scalability and the Human Touch
When we talk about contact centre scalability, we tend to focus on the automation of the…
Are phones a thing of the past for contact centres?
The role of phones in the contact centre is changing thanks to the rise in artificial…
The customer contact revolution – new models
The customer contact revolution – new models – Graham Ede, CEO, Neoswave Many, if not most,…
Puzzel’s Top 3 Predictions for Contact Centres in 2020
Rapid change in the contact centre industry may seem overwhelming but a great place to start…