VoiceSage’s Steven Robertson is sceptical about the demise of the home landline phone Many British householders…
Category: – Articles
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…
Contact Centre Technology – more than the front line
Contact centre technology – more than the front line – Clare Angood of Aspect Software explains…
The Right Customer Service Software Make’s All The Difference
Why using the right customer service software can make all the difference – Alan Weaser of VIRTUATel…
Apple Support for WebRTC Accelerates Customer Service
Apple support for WebRTC set to accelerate browser-based customer service – Stuart Dorman, Chief Innovation Officer,…
Nobody is perfect but at least I admit my Miss Steaks
We like to think that this humble website is perfect – we also like to think…
Mitigating security risk by sensitive call recordings
Protecting your legacy – mitigating the security risk posed to businesses by sensitive customer call recordings…
Just What is The Customer Happiness Index?
Just What is The Customer Happiness Index? Alan Weaser of VIRTUATel explains the metrics behind the…
Robots are Coming but are they taking over the Contact Centre?
“The Robots are Coming”… but are they really Taking over the Contact Centre? by Jeremy Payne,…
A four step plan for contact centres to learn from the Military
Contact centres can learn from the Military when it comes to delivering excellent customer service using…
5 Common CX Mistakes in the Contact Centre
5 common CX mistakes in the contact centre, and how to fix them – Stephen Ball,…
How the right solutions make blended contact centres successful
How the right solutions make blended contact centres successful – Clare Angood of Aspect Software looks…
The game of authentication and fraud detection
Guess Who? – The game of authentication and fraud detection – Amit Desai, Senior Director of…