Is your contact centre mobile-ready asks Clare Ansgood of Aspect Software Today’s consumers have lofty expectations…
Tag: Articles
Start Being Happy – It Will Double Your Productivity
Start Being Happy – It Will Double Your Productivity. In his series of articles on new…
The Ten C’s of Employee Engagement according to SJS
The ten C’s of employee engagement can engage heads, hearts, and hands, Stephen Pace CEO of…
Voice of the Customer or Customer Attitudes – Take a New Approach
Voice of the Customer or Customer Attitudes – Take a New Approach; Jonathan Wax, VP, EMEA…
Website that United the World & Made Collaboration Cool
The Website that United the World (and Made Collaboration Cool) by Holger Reisinger of Jabra. Forget…
Introducing the Contact Centre of the Future
Introducing the Contact Centre of the Future – Digital technology has had a significant impact on…
Transforming the Customer Experience in the Contact Centre
Transforming the Customer Experience – Companies that Have Transformed the Customer Experience By Helen Murray, Chief…
Teleopti WFM – Beyond the Silo in Contact Centres
Teleopti WFM – Beyond the Silo in contact centres; Hussein Kamel, workforce management consultant at Teleopti…
Customer Service – A New Approach to Tackling Issues
Customer Service – A New Approach to Tackling Issues according to Mary Clarke, CEO, Cognisco Which?’s…
How WebRTC Can Improve Landing Page Conversions
How WebRTC Can Improve Landing Page Conversions according to Alyx Kaczuwka of Aspect Software If you’ve…
What contact centres can learn from the Army
What contact centres can learn from the Army Colin Hay, an ex-military man and VP Sales,…
Mobile Banking Commitment Welcomed by Aspect
Banks commitment to better mobile banking experiences welcomed by Aspect Software – Roll-out of biometrics-based security…
Omnichannel Is No Longer Optional says Karina Howell
Omnichannel Is No Longer Optional According to Karina Howell, Solutions Marketing Manager at Interactive Intelligence In…
HSBC takes biometrics mainstream in UK contact centres
HSBC takes biometrics mainstream – Stuart Dorman, Head of Apps, Sabio assesses the customer engagement impact…
Don’t Ruin Your Own Election Forecast says VoiceSage
Don’t Ruin Your Own Election Forecast – VoiceSage’s Martin Williams sees a worrying parallel between how…
ACD Systems, The Naked Truth according to Noetica
In the beginning there was the telephone. In the good old days, people had a rather…
Virtual Agents – Friend or Foe? asks Intelecom
Virtual Agents – Friend or Foe? As more customers choose to self-serve and virtual agents make…
Ten good reasons not to dismiss call scripting says Noetica
There has been a trend recently for companies to advertise the friendliness of their call centres…
Key Facts for Retail Customer Service – Spark Response
Key Facts for Retail Customer Service Managers – As noted by Trevor Flack, Contact Centre Manager…