Why the cloud will be the key for contact centres in 2016. Sarah Quennell, Director of…
Tag: Articles
Multiple Conversations for Customer Service agents
Are Multiple Conversations Realistic for Customer Service Operators? FM Outsource poses and answers this perplexing question…
Customer Service – Let’s Not lose the Human Touch
Let’s not lose the human touch in customer service Whilst channel choice is important, and is…
Are BT Jobs the end of Contact Centre Outsource?
BT announcement this week that they are to recruit 1,000 UK based agents to ‘increase customer…
6 Outsourcing Trends to watch out for in 2016
6 Outsourcing Trends to watch out for in 2016; a perspective from Global Remote Services (GRS)…
Please Interrupt Me… So We Can All Get More Work Done
Please Interrupt Me… So We Can All Get More Work Done – Holger Reisinger of Jabra…
Mobile Banking Customers Vulnerable to Fraud, says Aspect
Mobile Banking Customers Vulnerable to Fraud whilst using One-time passcodes, says Aspect Aspect Software calls on…
Employers Failed to Motivate Staff in 2015
Employers failed to Motivate in 2015 according to Red Letter Days for Business Research A third…
What Can We Expect In The Contact Centre Space In 2016?
What Can We Expect In The Contact Centre Space In 2016? VoiceSage ’s Paul Sweeney has…
Customer Care Is Stuck In The Dark Ages according to Research
Customer Care – iAdvize Research Reveals What UK eCustomers Really Want For Christmas; Customer Care Is…
What is the Voice of the Customer?
What is the Voice of the Customer? As the textbooks say, the Voice of the Customer…
Brits Abandon Shopping Without Right Communication
Interactive Intelligence Reveals Half of Brits Would Abandon Their Shopping Without The Right Communication Interactive Intelligence…
10 Ways to Efficiently Manage Inbound Calls
Ten of the best ways to efficiently manage inbound calls in your contact centre – Danny…
We’re more likely to Divorce than switch our Bank
We’re more likely to Divorce than switch our Bank – Mark King, SVP Europe & Africa…
Jabra Blog: Get it Done, Faster, with a “How-to-Do” List
Jabra Blog: Get it Done, Faster, with a “How-to-Do” List To-do lists are great for prioritizing…
Customer Mapping and Understanding Your Customer Contacts
Customer Mapping and Understanding Your Customer Contacts – Helen Murray, Chief Customer Solutions Officer, Webhelp UK…
Black Friday could make or break the contact centre
Black Friday could make or break the contact centre – Aspect Software offers practical tips for…
Business Continuity in the Contact Centre during Winter 2016
Business Continuity in the Contact Centre during Winter 2016 – As we enter November and the…
Working with Third-Party Partners to achieve PCI-DSS
Team effort: Working with third-party partners to achieve effective PCI-DSS compliance – Matthew Bryars, CEO of…