UK banks must heed the NIST’s warnings on SMS-based two-factor authentication, says Aspect Software News that…
Category: – Articles
Challenger Banks Will Benefit From CMA Changes
Challenger banks will only benefit from the CMA’s changes if they can deliver on mobile, says…
Ditching the Contact Centre Script? Not So Fast!
Ditching the Contact Centre Script? Not So Fast! Jason Alley of Interactive Intelligence explains why you…
Enhance The Customer Service Experience Using Self-service
Enhance Customer Service Experience Using Self-service by Nidal Kamouni, CEO, PCCI Group The essence of customer…
No Passwords Next Step in Customer Engagement
Abandoning passwords is a step forward for frictionless customer engagement in banking accordng to Aspect Software…
We Are Officially A Nation of Complainers
We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) Survey Findings According to…
Aspect Software Calls for Networks and Banks to Collaborate
Aspect Software calls for networks and banks to collaborate following release of alarming fraud statistics from…
Why Contact Centre Scripts Have NOT Had Their Time…
Why Contact Centre Scripts Have NOT Had Their Time… according to Elizabeth Brabner of CallScripter As…
Five Dangerous Misconceptions When Sharing Personal Data
Five dangerous misconceptions when sharing personal data – Cameron Ross is Director of Payments Strategy at…
Voice of the Customer is More than Just Feedback Surveys
Voice of the Customer is a hot topic at companies looking to become more customer-centric or…
Have Contact Centre Scripts Had Their Time?
Have Contact Centre Scripts Had Their Time? Scott Kendrick of CallMiner discusses the Pros and Cons…
Chatbots: The next step in the evolution of contact centres
Chatbots are the next step in the evolution of contact centres according to Magnus Geverts of…
Challenger Banks think they do it better than the Big Four
Challenger Banks think they do it better than the Big Four suggests new research from Aspect…
5 Signs Your Legacy Call Recording Solution is a Liability
5 Signs Your Legacy Call Recording Solution is a Liability according to Chris O’Brien, Digital Content…
Why Chatbots won’t Replace the Contact Centre Agent
Why chatbots won’t replace the contact centre agent – Bruce von Malitz, Managing Director at 1Stream…
Chatbots – Next Step in Evolution of the Contact Centre
Chatbots – the next step in the evolution of the contact centre Magnus Geverts at Teleopti…
Just 1 in 5 Five Customers Get Through First Time
Just one in five customers get through to a business the first time they call according…
Hanging on the telephone – From Call Centre to Stall Centre
Hanging on the telephone – From Call Centre to Stall Centre; Tony Porter of Eckoh talks…