2017’s Five key technology trends for effective customer engagement – Sabio looks forecasts whats hot and…
Category: – Articles
A Day in the Life of A Contact Centre with WFM
Welcome to our world! – Through the eyes of a typical contact centre, Ben Willmott at…
Data Breaches One Thing Lack of communication Is Another
Data breaches are one thing, lack of basic communications is another, says Aspect Software Regular customer…
Signs of an Industry Leading Customer Service Centre
Seven signs of an industry leading customer service centre – Mats Rennstam, Managing Director, Bright UK…
Card Not Present Alarm Bells over Contact Centres
Alarm Bells over Insurance Contact Centres and Card Not Present Imagine getting a burglar alarm fitted…
Is Your Contact Centre Future Ready? Asks Aspect
Is Your Contact Centre Future Ready? In the midst of the rapidly changing dynamics of customer…
Banks Must Master Security Basics says Aspect Software
Banks Must master Security Basics or play catch-up with mobile banking fraud, says Aspect Software Aspect…
Contact Centre Professionals Missing Key Cloud Opportunities
Contact centre professionals missing key cloud opportunities, suggests new research Wide-scale cloud adoption is critical to…
Survey Shows Increasing Acceptance of Whistleblowing
New Benchmaring survey from Expolink shows increasing acceptance of whistleblowing hotlines Expolink, the leading UK-based provider…
Feedback Tool for Improving Contact Centre Experience
Feedback from customers is the ultimate tool for improving the contact centre experience, says Aspect Software…
Match Your Contact Centre Service to Young Consumers
Ben Willmott at Teleopti, considers how contact centres can match service to today’s new young consumers…
Wow Your FD with Customer Engagement That Delivers
Steven Robertson at proactive customer engagement experts VoiceSage shares some proof points about what customer success…
Intelligent Robots or Contact Centre Agents?
Intelligent Robots? Contact Centre Agents? New research conducted by the leaders in enterprise information management, OpenText,…
Contact Centre: The Reiteration Relapse Cycle
Breaking out of the reiteration relapse cycle – Mary Clarke, CEO, Cognisco Consumers’ frustrations about contact…
Challenger Banks Neglecting Mobile Youth Market
New research from Aspect Software finds just 28 per cent of challenger banks and building societies…
Why Call Centre Outsourcing is Undergoing Radical Change
Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change According to industry…
Voice Recognition Authentication and the Contact Centre
Voice Recognition Authentication and the Contact Centre By Matt Peachey, VP/GM International at Pindrop After years…
Fine Balance Needed Between Software Robots and Humans
Fine balance needed between software robots and humans, says eg solutions Many organisations with large numbers…