Ben Willmott at Teleopti, considers how contact centres can match service to today’s new young consumers…
Category: – Articles
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…
The Swiss Army Knife of Customer Service Tools
Introducing the Swiss Army Knife of Customer Service Tools – By Holger Reisinger of Jabra Today’s…
Service at the Push of a Button – Stuart Dorman Sabio
Service at the push of a button – Sabio’s Chief Innovation Office, Stuart Dorman Amazon’s recent…
Fraudster is calling why aren’t consumers picking up on it?
The fraudster is calling… Why aren’t consumers picking up on it? New Research Finds That Fraudsters…
Calls May Be Recorded For Training & Quality Purposes
“Calls may be recorded for training and quality purposes” – It’s a phrase we’ve all heard…
Microsoft Stake in Artificial Intelligence Leads The Way
Microsoft’s stake in artificial intelligence leads the way for serious business use – Artificial Intelligence assistant…
75% of Consumers Hate Repeating Themselves
Whether in-store, online or over the telephone, 75% of UK consumers hate repeating themselves when they…
Give Your Agents The best Data – They’ll Thank You For It
Give your agents the best data – they’ll thank you for it! What makes a good…
Calling All Contact Centre Managers – Dump Your Reports!
Can you imagine a contact centre without reports? The thought literally boggles the mind! How would…
Why Your Contact Centre Needs Customer Engagement Analytics
By definition, customer engagement is an effect, a reaction, a connection, a response, and/or an experience…
Improving Your Customer Experience in Three Simple Steps
Today’s consumer is well informed, with high expectations and more likely than ever before to share…