Workforce Engagement Management – So what Does It Really Mean? Olle Düring, CEO of Teleopti outlines…
Category: – Articles
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…
Why CRM Is Essential For Effective Contact Centre Engagement
Why CRM Is Essential For Effective Contact Centre Engagement – Colin Hay, VP Sales, Intelecom UK…
What 2017 has in store for Contact Centres – IMIMobile
Chatbots, Automation and Data security… What 2017 has in store for Contact Centres With so many…
Feel Like a Round Peg in a Square Hole? Asks Dancing Lion
“If I could live my life over again, I’d like to be the person I could…
The Future of Intelligent Customer Routing
The Future of Intelligent Customer Routing Routing customer queries to the best skilled agent to deal…
Why Voice WILL Remain Strong in 2017 says Opinion8
Why Voice WILL remain strong in 2017 As hype about the digital contact centre and digital…
How to keep your customers happy this Blue Monday
More than half of people are most frustrated by long wait times: How to keep your…
What does Uberisation mean for your contact centre?
What does uberization mean for today’s contact centre? Magnus Geverts at Teleopti explains how to turn…
Consumers Still in the Dark About Role of Contact Centres
Consumers Still in the Dark About Role of Contact Centres, Says Ed Shropshire, managing director at…
Key Tools To Help Improve The Customer Journey
3 key tools to help improve the customer journey – Stephen Ball Senior Vice President (SVP)…
Aspect Software Calls for Banks to Collaborate
Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to…