Customers are ready for channel shift, but only on their own terms, says Aspect Software research…
Category: – Articles
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…
The Contact Centre: From Physical Asset to Agile Function
We’ve spoken a lot recently about technologies that are shaping the customer experience and helping to…
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…