Five dangerous misconceptions when sharing personal data – Cameron Ross is Director of Payments Strategy at…
Category: – Articles
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…
Don’t Consign the Landline To The Landfill Just Yet
VoiceSage’s Steven Robertson is sceptical about the demise of the home landline phone Many British householders…
Careless Talk Costs Money according to Eckoh Poll
Careless Talk Costs Money according to Eckoh Poll – More than a third of people have…
Omni-channel is hot news so what’s the hitch?
Omni-channel is hot news so what’s the hitch? asks Teleopti Workforce management plays a crucial role,…
Do You Know Where Your Legacy Call Recording Data Is?
Do You Know Where Your Archive Call Recording Data Is? Organisations that fail to take data…
Customer Experience Coaches Drive Satisfaction Online
Customer experience coaches drive satisfaction online – Helen Murray, Chief Customer Solutions Officer at Webhelp UK…
Simplify Card Payment Process Ditch the CVV Code
It’s time to simplify the card payment process! Take the first step by ditching the three-digit…
Making it happen – driving change management
Making it happen – driving change management By Steve Shellabear • Director at dancing lion training…
The Impact of Data on the Customer Experience
Businesses must recognise the transformative impact of data on the customer experience, says Aspect – A…