Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how…
Category: – Articles
What’s in it for me?
Gone are the days when a contact centre could be run using only landlines and a…
Getting it right first time just became more important than ever
First Call Resolution has always been a bit of a mantra in the customer service industry.…
RIP Average Handle Time says Enghouse
Historically, many contact centres have prioritised reducing average handle times. In the past, the metric has…
White Paper: How Employee Engagement impacts Customer Service
Good customer service is an attitude not a process A new white paper published by Serco…
Severe Weather Conditions
After several weeks of unprecedented weather causing near biblical floods throughout most parts of the UK…
Contact Centre MOTs set to expire as only half do annual checks
Customer service roadside breakdowns imminent as half fail to perform regular audits Dave Ogden, Account Executive…
Crawley Borough Council’s Contact Centre celebrates 10th Birthday
Originally set up to provide a single point of contact the service continues to deal with…
ISO 9001 accreditation – What value?
Since 1987, when ISO published its first series of ISO 9000 quality management standards, more than…
What are the top five challenges contact centre managers face in 2014?
Sonia Rabone – Marketing Manager at Magnetic North Software Ltd It’s the beginning of a New…
Firstsource Survey shows Domestic Landline has not reached the end of the line
• 63% of UK adults use their domestic landline at least once a week • One…
Banks’ tangled web of antique IT
Dave Ogden, Account Executive at Aspect Software After a raft of downtime from various banks in…
Consumer hounding declines, but more needs to be done
Following Ofcom’s announcement that it had observed a significant decrease in silent, abandoned and nuisance calls,…
Five key contact challenges faced by public sector organisations in 2014
Echo Managed Services has highlighted what it sees as the five key customer contact challenges public…
Interactive Intelligence Report – Cloud drives growth in contact centre market
Interactive Intelligence Group Inc has published the latest Frost & Sullivan analysis, “Cloud Momentum Boosts Trends…
Could your customer service be compromising sales targets?
Here’s how to turn a cost centre into a profit centre Forrester Research predicts that online…
Proactive care from payday providers is crucial to halt spiraling UK housing debt
Dave Ogden, Account Executive at Aspect Software Research by housing and homelessness charity, Shelter, shows a…
7 myths about contact centres in the cloud
Klaas van der Leest, UK Managing Director Cloud computing is here to stay and cloud providers…
Contact centres struggling under the weight of multiple channels
Just 15% of contact centre agents are easily able to track customers across multiple channels, and…