Generation Z are more likely to want personal advice according to a report from Target Group…
Category: – Articles
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…
Customers Ready for Channel Shift Only On Their Terms
Customers are ready for channel shift, but only on their own terms, says Aspect Software research…
Does Digital Really Exist Or is it about the CX?
Digital transformation is the latest trend that every organisation, in every sector, wants a piece of.…
Machines Are Great, Contact Centre Agents Are Better
Machines Are Great But Contact Centre Agents Are Better suggests Patrick Russell, Product Innovation Marketing Manager…
Customer Experience: So What Should We Really Be Measuring?
Customer Service Management: what should we really be measuring in the contact centre? Customer experience (CX)…
What’s the true definition of Customer Service?
Customer Service: “The assistance and advice provided by a company to those people who buy or…
Traditional Channels Becoming a last resort for Consumers
Traditional communications channels are becoming a last resort for consumers, says Aspect Software Organisations that adapt…
Why Blending Should Be a Priority in the Contact Centre
Richard Mill from Business Systems explains why customer-facing businesses can learn from HM Revenue and Customs…
The Whole Organisation is a Contact Centre
The whole organisation is a customer service centre – not everyone knows it yet! Customer experience…