Generally speaking, efficiency refers to the ability to accomplish a task with the minimum expenditure of…
Category: – Articles
You know how good a contact centre is when you have to use them
As I had meetings last week in Belgium and France I decided to take the trusty…
Why There’s Still a Place for Personal Service in the “Age of Interruption”
Why There’s Still a Place for Personal Service in the “Age of Interruption” by Rupert Adair,…
UK Contact Centre Workers have Right to Request Flexible homeworking
UK contact centres are bracing themselves for a flood of requests from employees wanting to work…
Meet Generation M – Your Future Employees!
The baby boomers are retiring and the Millennial Generation is about to take over. Here are…
The Booming Contact Centre Industry
On a regular basis I tend to meet up with Ann-Marie Stagg of the CCMA to…
The Offshore Vs. Onshore Contact Centre Debate
Onshore Is Still the Winner with Customers according to CallCare! The offshore contact centre industry has…
You can’t control your customers decisions, but your agents can
You can’t control your customers decisions, but your agents can – Stephen Pace, Managing Director, SJS…
Premium rate numbers abolished; will customer calls rise?
With costly calls to premium rate numbers now officially a thing of the past, some businesses…
Contact Centre as a Service (CCaaS) and Workforce Optimisation (WFO)
Klaas van der Leest, UK Managing Director, Intelecom UK Ltd says it’s time to connect the…
AOMi – 21st century BPO – better service, leaner margins
AOMi chief executive Richard Jeffery explores how leading-edge operations management capabilities within the back office can…
How to boost revenue through improved customer engagement
How to boost revenue through improved customer engagement explains Richard Farrell, CTO, Netcall “Your call is…
The Beautiful Gamification
Craig Pumfrey, Vice President Marketing EMEA at NICE Systems The football season is finished but with…
Urgent call for employers to address noise
Urgent call for employers to address noise • Employers are liable as workers spend nearly two…
Keep customer effort to a minimum to reduce complaints
Banks and insurance companies are breaking records for the worst customer service according to new figures…