Customer complaints: a valuable window into your service suggests Monica Mackintosh of contact centre outsorce company,…
Category: – Articles
5G will Transform CX and Role of Contact Centre Agents
The Human Benefit of 5G – How 5G will transform the customer experience and the role…
Outdated Contact Centre Tech Holding Businesses Back
Stuck on hold – Outdated contact centre tech is holding businesses back Guy Tweedale, Regional VP,…
Digital Transformation in the Contact Centre – Nigel Dunn Jabra
Digital transformation in the contact centre – Nigel Dunn, Managing Director, Jabra EMEA North What drives…
OmniChannel Management in the Contact Centre
What Can OmniChannel Contact Management Do For Me? Amy Booth, Marketing Assistant at Ultracomms explains, jargon…
Contact Centres Occupying Space in Business Parks
Death of the High Street? Why More Contact Centres are Occupying Office Space in Business Parks…
Integrating New channels With Legacy Systems A Challenge
92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving…
How Collaboration Tools are Transforming Customer Service
“Bringing People Together” – How Microsoft Teams and Other Collaboration Tools are Transforming Customer Service in…
Generation Z More Likely To Want Personal Advice
Generation Z are more likely to want personal advice according to a report from Target Group…
Taking Payments in Your Contact Centre? Important Changes
Taking payments? Get ready for changes to the European Payment Services Directive. The rules for accepting…
Data is everything in the new era of customer service
Data is everything in the new era of customer service – Patrik Vesterberg of Teleopti explores…
Leaders Lacking Strategic Approach To Productivity
Business leaders lacking strategic approach to measuring and improving productivity, Jabra research reveals – CEOs and…
Questions Every Contact Centre Needs to Ask
Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And…
Why Kaizen and Contact Centres are Perfect Partners
Why Kaizen™ and contact centres are perfect partners – Five ways to eliminate waste and re-energise…
Channel Shift: Customers like it only on their Terms!
Channel shift: customers like it, but only on their own terms! Stephen Ball, Senior VP Europe…
You Must Engage Your Contact Centre Agents – Fact!
Before You Can Engage Your Customers… You Must Engage Your Contact Centre Agents Contact centre agents…
Why Collaboration is Key for the Contact Centre
“Don’t Believe the Hype” – Why Collaboration is Key for the Contact Centre Gary Bennett, Channel…
Calls Show Why Consumers Prefer Contact Centre Agents
Ten Heart-Warming Calls Show Why Consumers Prefer Human Contact Centre Agents over Bots Leading customer experience…
Five Reasons to take a look at Speech Analytics
Five reasons to take a look at Speech Analytics – Andrew Robinson, Ultracomms The use of…