We’ve spoken a lot recently about technologies that are shaping the customer experience and helping to…
Category: – Articles
What is Digital Transformation in the Contact Centre?
We now live in a world where our fridges can order food, our wearables can track…
How to Use Chatbots to Enhance Customer Experience
How to Use Chatbots to Enhance Customer Experience – Tony Dolan, Head of Marketing at Connnect…
Digital Transformation in Contact Centres. Millennial Skill Gap?
Digital transformation in the contact centre – Is there a millennial skill gap? By Nigel Dunn,…
Digital Transformation Projects Disrupt Customer Experience
Digital transformation projects will continue to disrupt the customer experience in 2019 says Stephen Ball, Senior…
Contact Centre Owner’s Guide to Property Expansion
Cost Certainty – The Contact Centre Business Owner’s Guide to Property Expansion – Phil Sugden, director…
Payment Security and Call Centre Predictions 2019
PCI Pal outlines its 2019 payment security and call centre predictions Looking ahead to 2019, Geoff…
Security Breaches Come With High Price Tag for Business
Security breaches come with a high price tag for UK businesses – UK consumers increasingly put…
Eliminating Overtime Requires Businesses to Improve Efficiency
Eliminating the scourge of overtime requires businesses to do more to drive workplace efficiency, says Colin…
Discerning Shopping Tastes of Younger Generation
Discerning shopping tastes of younger generation around Black Friday revealed in new research from Aspect Software…
Customer Engagement set to get smarter in 2019
CX solutions leader Sabio expects there to be an increased focus on AI, Augmented Human Interactions…
55% of Contact Centres Expect Lower Live Calls
55% of UK contact centres expect lower live call volumes in 2019 Although live telephony stated…
Removing Consumer Frustration from the Contact Centre Experience
Removing Consumer Frustration from the Contact Centre Experience – Jeremy Payne, International VP Marketing, Enghouse Interactive…
Your Chatbot Still Needs the Human Touch
Your chatbot still needs the human touch in the contact centre according to Matt Dyer, Head…
Recognising Early Signs Before You Burn Out
Recognising the early signs before you’re burned out According to HSE, around 15.4 million working days…
Brands Failing to Listen To Voice of the Customer
Brands failing to listen effectively to Voice of the Customer, Eptica research finds While over three…
Importance of the Human Touch in Contact Centres
The importance of the human touch in contact centres – Frederic Durand, Diabolocom In an environment…
Channel Shift: Less about Technology More about People
Effective channel shift is less about the technology and more about the people it affects, says…
Is A Human Touch Needed With Contact Centre Automation?
More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making…