Contact centre technology expert John Duffy looks at the challenges that plague call centre managers today…
Category: – Articles
Queues and the Rule of Six = NO Frustrated Callers
Queues and the Rule of Six – Lee Mansell of TeleWare looks at the very British…
Customer Engagement Centre – Service Without Boundaries
When it comes to customer service, the traditional contact centre has undergone a significant revolution in…
Meet John. John is An Agent in YOUR Contact Centre
John is a contact centre agent at your business. He’s 24, college educated and right now,…
Nine Contact Centre Trends to Watch in 2017
Nine Call Centre Trends to Watch in 2017 Christian Szpilfogel, Mitel VP Strategy and M&A Business…
The Real-Time Revolution in the Contact Centre
The Real-Time Revolution in the Contact Centre – Richard Stevenson, CEO, Red Box Recorders There aren’t…
Ransomware Is Opportunity To Improve Identity Authentication
Gadget ransomware warnings highlight opportunity to improve identity authentication, says Aspect Software Fraud follows the channels…
The Contact Centre Revolution (Not Just Robots!)
The Contact Centre Revolution is Here (and we’re not just talking about robots) Kirsty Rigg, Digital…
ResQ: The End of the Contact Centre with Ofcom Clampdown?
The End of the Call Centre? ResQ hail Ofcom clampdown as ‘gamechanger’ It’s a decision that…
The Cost of a Missed Phone Call to Your Business
How much is a Missed Phone Call Worth to Your Business? By Holger Reisinger For one…
Everything is Connected So Where Do You Start?
In A World Where Everything is Connected Where Do You Start? Webhelp’s global head of R&D,…
Workforce Engagement Management What Does It Really Mean?
Workforce Engagement Management – So what Does It Really Mean? Olle Düring, CEO of Teleopti outlines…
Robust Self-Service Platform Essential in Modern Contact Centre
Robust self-service platform now essential in the modern customer engagement centre, says Aspect Let customers handle…
Boost Your Productivity by Understanding Your Workstyle
Boost Your Productivity by Understanding Your Workstyle – Holger Reisinger Jabra Increasing productivity requires more than…
Hello?’ Research Suggests Greeting is Business Turn-Off
Hello?’ Research by Moneypenny PA suggests that the greeting is business turn-off – Time of day,…
One Customer But How Many Contact Centre Agents?
One Customer but how many contact centre agents? Putting aside the hype, are retailers managing to…
7am The new 8am and Saturday is Now a Weekday
7am is the new 8am and Saturday is now a weekday: Customer service predictions for the…
The future of work is here ‘work from anywhere’
According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM)…
Managing Change in the Contact Centre – dancing lion
Managing Change in the Contact Centre – In his series of articles Steve Shallabear, Managing Director…