Market challengers, smaller players, regional and international legislation, and constantly connected consumers, are all coming together…
Category: – Articles
Remote Working – Good Bad or Ugly?
Much has been written about the benefits of remote working – some contact centres embrace the…
Lloyds Bank Contact Centre Closure indicates a Positive Industry Trend
The recent announcement that Lloyds Bank will close its Warrington contact centre at the beginning of…
Key Metrics That Really Matter In Your Contact Centre
key metrics – As long as I have been working in the contact centre industry, I…
Returning service operations to the UK? Try cloud-based homeworking
The tide is turning in the outsourcing world. What was once a flood of companies turning…
Why customers might not trust Paym…yet
Customer experience experts welcome easy mobile payments but say banks’ attitude to security may be exposed…
How To Improve Contact Centre Call Quality Monitoring
How can you improve contact centre call quality monitoring without spending all of your time listening…
Why the Cloud changes the game for small contact centres
Why the Cloud changes the game for small contact centres – Jason Roos, Chief Executive Officer,…
Stop treating the back office as an after thought
Back office is critical to successful customer relationships and yet UK businesses are not measuring performance…
Contact Centre Homeworking – Is it time to think again?
Contact Centre Homeworking – Klaas van der Leest, UK Managing Director, Intelecom outlines five reasons why…
‘m too busy on other things to write this weeks newsletter……
Thursday is typically the day when I go into a darkened room to write the weekly…
What’s Special About The Cloud For Contact Centres?
Considering the cloud for your contact centre technology is far more than selecting whether you want…
Agents are your company’s most important brand ambassadors
The role of the contact centre as brand ambassador is often overlooked; reality is that marketing…
The problem with customer service metrics
No matter the sector or business, the word ‘metrics’ always sparks lively debate. This is particularly…
Ovum estimates home-based agents to increase to 160,000 by 2017
The total number of outsourced agents working at home will soon exceed 100,000 globally, and the…
Nev Wilshire – Chief Happiness Officer
On Tuesday I made a special effort to watch BBC3’s docusoap ‘The Call Centre’ as previously…
The Rise of the Chief Happiness Officer
Companies are desperately fighting declining productivity all over the world. Until now, cost-cutting, managerial control, and…
Regulation changes and higher call rate numbers
New regulations regarding the use of higher call rate ‘non geographic numbers’ and 0800 numbers for…