Warning: Zombies have infected your contact centre workforce. You can’t escape these agents of the undead,…
Category: – Articles
Maximising the Benefits of Workforce Management Software
Workforce management software is a powerful tool when it comes to… well, managing your workforce. That…
the many ‘wow’ factors of the contact centre industry
In todays competitive marketplace every company strives to have the best product, the best service or…
Azzurri research shows that mobile workers become more productive workers
71% of businesses believe there are still greater productivity gains to be had from mobile services…
21st century BPO – better service, leaner margins
AOMi chief executive Richard Jeffery explores how an increased operations management capability within the back office…
It’s Customer Service Week (if you don’t know already)
I suppose that whatever starts across the Pond tends to end up in the UK sooner…
So what did we learn for this year’s Customer Contact Expo?
A year in the planning, two days in the making, and behold Customer Contact Expo is…
Omni-Channel Service Could Make Fast Food Even Faster
Omni-Channel Service Could Make Fast Food Even Faster-Fast food is something that many of us enjoy;…
Research shows Intelligent Chat is increasingly favoured by consumers
34% prefer intelligent chat when engaging with customer service while one in ten have abandoned a…
Minimum customer effort will reduce customer complaints
Energy companies are breaking records for the worst customer service according to new figures published by…
Agents – Poor Title for such gifted Staff
Each time I visit a contact centre I normally set aside time to chat with the…
Webhelp UK hosts ‘Star Awards’
Webhelp has celebrated the talent amongst its customer service professionals at a glittering black tie event…
What have contact centres ever done for us?
As 147 Media Ltd has been nominated for a prestigious Cambridgeshire Business Award (View Post) today…
Death to the Meeting: You Only Need Two a Year
Several years ago, I visited a Danish company who wanted to iliminate the insane amount of…
What is Your Contact Centre Hiding?
Are your contact centre’s key performance indicators (KPIs) giving you the the whole story? For many…
Have you got your Christmas game plan on?
Is it too soon to be thinking about your Christmas game plan in your contact centre?…
Aspect urges banks to do more to protect customers
Aspect urges banks to do more to protect customers from silent but deadly mobile banking threats…