Outbound dialling sometimes has a dubious reputation but used properly, is a powerful outreach tool. The…
Category: – Articles
Great Team Leaders Are Best Thing Since Sliced Bread
Why Great Team Leaders Are Best Thing Since Sliced Bread – Marie Cross of Contact Centre…
Could UC Unite Your Contact Centre Workforce?
Strengthen your Team and your Business with Unified Communications’ By Todd Carothers SVP at CounterPath In…
Challenging year ahead, customer experience is key
A challenging year ahead for UK brands, customer experience will be key Graham Stein, managing director…
Listen! This is also Augmented Reality
By Listen! This is also Augmented Reality – Holger Reisinger – Jabra Overshadowed by all the…
The Challenge of Brexit? More Like An Opportunity!
The challenge of Brexit? More like an opportunity! Steve Shellabear of Dancing Lion Have you ever…
The Magnificent 7– Review of Workforce Management in 2017
Olle Düring, CEO Teleopti, looks back at an exciting year with a round-up of the 7…
The Death of Voice Won’t Happen Anytime Soon
Omnichannel communication; Why the death of voice calling won’t happen anytime soon – Ashish Koul, President…
Enghouse Interactive Contact Centre Predictions For 2018
2017 is rapidly drawing to a close and our attentions are now turning to the year…
Planning a Christmas Party in your Contact Centre?
Business’s may be missing out on a huge opportunity – 31% of people don’t have the…
Are Your Contact Centre Agents Ready for Christmas?
Are Your Contact Centre Agents Ready for the Christmas Rush? Chris O’Brien of Aspect Software asks…
Practical Ways to Digitalize the Customer Experience
Practical ways to digitalize the customer experience – Teleopti’s Product Manager Jeremy Hamill-Keays explores the brave…
2018’s Tech Issues for Effective Digital Customer Engagement
Sabio identifies AI-enabled Virtual Assistants, Messaging everywhere, IoT-enabled embedded service, responding to regulatory pressures, and better…
Mobile Fraud Being Hampered By Lack of clarity Around Liability
Efforts to tackle mobile fraud are being hampered by a lack of clarity around liability, says…
Is Your Contact Centre Really Ready for Black Friday?
Are You REALLY Black Friday-Ready? Back Friday is here: it’s happening this very Friday. As with…
Chatbots will Cut Energy Supplier Call Waiting Times
Let customers handle common queries on their own terms with self-service platforms to boost customer experience…
It’s a call centre, Jim, but not as we know it…….
The human touch with the help of some robotics: how customer service is transforming By Guy…
Leadership Crisis Within the Contact Centre Industry?
New research points to a potential leadership crisis within the contact centre industry. * New report…
The Intraday Story – Four Reasons to Think Again about Real-Time
The Intraday Story – Four Reasons to Think Again about Real-Time Paddy Coleman at QStory takes…