Practical ways to digitalize the customer experience – Teleopti’s Product Manager Jeremy Hamill-Keays explores the brave…
Category: – Articles
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…
Think Speech Analytics is too expensive? Think Again!
We are truly in the age of the customer is king. With technology an integral part…
What is a Contact Centre? Facts vs Myths
What is a contact centre? Facts vs Myths – Gemma Harding CallCare247 Contact centres have a…
Scrapping Card Fees – Waste of time or a Benefit to Consumers?
Scrapping Card Fees – A Bureaucratic waste of time or a benefit to consumers? Rob Crutchington,…
What’s The future of Humans in contact centres?
What’s The future of Humans in contact centres? Thomas Rødseth at Puzzel looks at the pros…
Aspect: Selling in customer engagement to the Boardroom?
Selling in customer engagement to the Boardroom? It’s as easy as growth and profitability If there…
Venue Validates ECCCSA Position as Largest Awards
Venue validates ECCCSAs’ position as largest Contact Centre Awards in the sector – Largest venue to…
C-Suite Facing Challenges in Fulfilling Customer Engagement
C-suite facing challenges in fulfilling customer engagement strategies – New research from Aspect Software finds that…
EU Data Law is Changing. Is your Contact Centre Ready?
EU data protection law is changing…. is your contact centre ready? By Craig Marston, Director of…
You Need to Streamline your Contact Centre Tech
For any contact centre, balancing exceptional customer service, high levels of customer engagement and efficiency it…
Is The Era of Working While Travelling Over asks Webhelp
A recent consumer survey conducted by global customer experience expert, Webhelp, has revealed that only 9%…
Helping Contact Centres Become More Valued Assets
Colin Hay at Puzzel takes a look at how to realise the real potential in contact…