Are Multiple Conversations Realistic for Customer Service Operators? FM Outsource poses and answers this perplexing question…
Category: – Articles
Omni-Channel and how those Book Guys are at it again
Omni-Channel and how those Book Guys are at it again! Dave Ogden, Dave Ogden of Capstone…
Customer Experience Five Trends Set to Revolutionise 2016
Customer Experience Five Trends Set to Revolutionise 2016 Interactive Intelligence predicts how artificial intelligence, IoT, mobile…
Mobile Banking Customers Vulnerable to Fraud, says Aspect
Mobile Banking Customers Vulnerable to Fraud whilst using One-time passcodes, says Aspect Aspect Software calls on…
Self Service – Great idea but make sure it works!
Self service has been covered extensively by us and has become one of the new ‘buzz…
Embedding service at every stage of the customer journey
Embedding service at every stage of the customer journey by Stuart Dorman, Head of Apps, Sabio…
Customer Experience: What Were the Key Topics in 2015?
Customer Experience: What Were the Key Topics in 2015? Olivier Njamfa President & CEO at Eptica…
Contact Centre of 2016: Which way is the wind blowing?
Contact Centre of 2016: Which way is the wind blowing? By Rachel Lane, Director, Voice of…
Verint Study Finds Consumers Suspicious About Data Privacy
Verint Study Finds that Nearly Half of Consumers Surveyed are Suspicious About Data Privacy Consumers Expect…
Employers Failed to Motivate Staff in 2015
Employers failed to Motivate in 2015 according to Red Letter Days for Business Research A third…
What Can We Expect In The Contact Centre Space In 2016?
What Can We Expect In The Contact Centre Space In 2016? VoiceSage ’s Paul Sweeney has…
Contact Centre Review of the Year 2015
Contact Centre Review of the Year 2015! This year has been both a busy and landmark…
Predictions for contact centres I never thought I’d make
5 predictions for contact centres I never thought I’d make! We invited Paul Scott of Paul…
Black Friday isn’t over yet for the contact centre
With Black Friday over the time for learning begins – Andrew Small, Vice President of Portfolio,…
What is the Voice of the Customer?
What is the Voice of the Customer? As the textbooks say, the Voice of the Customer…
Blog: We Salute VOCA for paying National Living Wage
Blog: We Salute VOCA for paying National Living Wage – Regular readers of my humble blog…
Brits Abandon Shopping Without Right Communication
Interactive Intelligence Reveals Half of Brits Would Abandon Their Shopping Without The Right Communication Interactive Intelligence…
Contact Centre Predictions: The Key to Success
Contact Centre Predictions: the key to success in 2016 – David Ford, Managing Director of Magnetic…