New research out today shows UK employees spend 441,827,088 days a year on ‘time wasting’ office…
Category: – Articles
Why the Human Touch is Critical in the Public Sector
Mind the Automation Gap: Why the Human Touch is Critical in the Public Sector Cheryle Walline…
Is Longest Wait Killing Agent Morale and Impacting Profit?
Is Longest Wait Killing Contact Centre Agent Morale and Impacting Profit? Stephen Pace CEO SJS Solutions…
GDPR – Things to Know to Protect your Contact Centre
Countdown to GDPR – Everything You Need to Know to Protect your Call Centre The General…
Was the Contact Centre Agent Polite and Friendly?
We have all experienced varying degrees of attention and care as customers. Being served in restaurants,…
Flexible Working in The Modern Contact Centre
Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centres …
It’s Time to Rethink the Perception of Contact Centres
It’s time to rethink the perception of contact centres: Ember report highlights chasm between perception and…
UK Brands Working To Connect With Customers
UK Brands Working To Connect With Customers – Conscious of the growing need to relate with…
Are you making yourself a victim of phone fraud?
Consumers are falling prey to the growing risk of phone fraud. A new study warns that…
Digital Customer Interactions to Overtake Voice
Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020 …
Mapping the Customer and Agent Journey in Parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must…
Are Your Agents Sticking to Their Schedules?
Are Your Contact Centre Agents Sticking to Their Schedules? Asks Tom Tritten WFO Solution Architect at…
Different Approach to Greater Omni-Channel Success?
Can a different approach lead to greater omni-channel CX success? Helen Murray, Chief Customer Solutions Officer…
The True Cost of Contact Centre Agent Disengagement
The True (And Scary) Cost of Contact Centre Agent Disengagement in the UK – Stphen Pce…
The Positive Impact of Keeping Your Employees Happy
Boosting Company Performance: The Positive Impact of Keeping Your Employees Happy A report from the Chartered…
Managers Not Trained To Manage Inter-Office Conflicts
53% of line managers are not trained to manage inter-office conflicts – here’s why this needs…
Startup Overheads For Contact Centres in 2017?
What Are The Startup Overheads For Call Centre Business in 2017? A contact centre could be…
Human Needs That Drive Employee Engagement
The 3 human needs that drive employee engagement – Stephen Pace of SJS Slutions According to…
How to Spot Fake Contact Centre Scams
How to Spot Fake Contact Centre Scams In late 2016, the Department of Justice brought grand…