Omni-channel is hot news so what’s the hitch? asks Teleopti Workforce management plays a crucial role,…
Tag: Articles
Why Contact Centres are naturally suited to Bimodal IT
Why contact centres are naturally suited to bimodal IT – Thomas Rødseth, VP of Product and…
Customer Experience Coaches Drive Satisfaction Online
Customer experience coaches drive satisfaction online – Helen Murray, Chief Customer Solutions Officer at Webhelp UK…
Simplify Card Payment Process Ditch the CVV Code
It’s time to simplify the card payment process! Take the first step by ditching the three-digit…
Making it happen – driving change management
Making it happen – driving change management By Steve Shellabear • Director at dancing lion training…
The Impact of Data on the Customer Experience
Businesses must recognise the transformative impact of data on the customer experience, says Aspect – A…
Consumers Bewildered by ‘Multi-Flannel’ Study finds
Consumers Bewildered by ‘Multi-Flannel’ Companies Eckoh Study finds – Majority of increasingly tech-savvy consumers believe that…
Contact Centre Technology – more than the front line
Contact centre technology – more than the front line – Clare Angood of Aspect Software explains…
The Right Customer Service Software Make’s All The Difference
Why using the right customer service software can make all the difference – Alan Weaser of VIRTUATel…
What to Consider when Building a UC Strategy
Behind each successful UC deployment is a sound UC strategy. To pave the way for a…
Mitigating security risk by sensitive call recordings
Protecting your legacy – mitigating the security risk posed to businesses by sensitive customer call recordings…
Just What is The Customer Happiness Index?
Just What is The Customer Happiness Index? Alan Weaser of VIRTUATel explains the metrics behind the…
Robots are Coming but are they taking over the Contact Centre?
“The Robots are Coming”… but are they really Taking over the Contact Centre? by Jeremy Payne,…
A four step plan for contact centres to learn from the Military
Contact centres can learn from the Military when it comes to delivering excellent customer service using…
How the right solutions make blended contact centres successful
How the right solutions make blended contact centres successful – Clare Angood of Aspect Software looks…
The game of authentication and fraud detection
Guess Who? – The game of authentication and fraud detection – Amit Desai, Senior Director of…
The 8 things millennials want from customer service
The 8 things millennials really want from customer service – Stephen Ball, Senior Vice President of…
The Origins of Speech Analytics in the contact centre
Speech analytics software offers a myriad of benefits to the contact centre industry. As this has…