Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction – Exchanging more messages during a live chat…
Category: – Articles
Payment Card fraud and Data Breaches Haunt Contact Centre Managers
The risks of payment card fraud and data breaches haunt contact centre managers – Article by…
55% of Customers Can’t Remember Having a Successful Customer Experience
SDL Report confirms that 55% of Customers Can’t Remember Having a Successful Experience [Infographic] The customer…
eg solutions Slick Back Office central to challenge of digital disruption
eg solutions: Digital disruption and the rise of challenger brands mean that the traditional banking sector…
Accident Advice Helpline Spells Out Workplace Hazards
Accident Advice Helpline Spells Out Workplace Hazards – Since 1974 employers in the UK have had…
Blog: Contact Centre Agents – at last recognition
Contact Centre Agents – at last recognition! Readers of my humble blog would realise that I…
‘What Can Businesses Learn from the Proactive Digital Election?’
What Can Businesses Learn from the Proactive Digital Election? Jeremy Payne, International Group Marketing Director, Enghouse…
Eptica research finds multichannel customer service not improving
Eptica research finds multichannel customer service not improving within insurance sector – Insurers unable to adequately…
eg Solutions To stay in the customer satisfaction game focus on Back Office
To stay in the customer satisfaction game – focus on the Back Office says eg Solutions…
Jabra Knowledge Workers: to the Contact Centre!
Jabra Knowledge Workers: to the Contact Centre! Holger Reisinger, Senior Vice President of Marketing for Products…
Call evaluation slips down list of priorities for contact centres
Call evaluation slips down the list of priorities for contact centres suggests Business Systems. When it…
Customer loyalty – Can insurers do better?
Anton Manley, Director of Strategic Accounts at Webhelp UK, asks Customer Loyalty – Can insurers…
Jabra believes UC industry must thelp businesses drive up adoption rates
Jabra believes that the UC industry must take greater responsibility to help businesses drive up adoption…
Mobile Self Service Helps Put a Hold on Hold Times
Mobile Self Service Helps Put a Hold on Customer Hold Times – Yin Warren Product Marketing…
Find the Data and the People that Will Help You Succeed
How to Find the Data and the People that Will Help You Succeed – Article by…
Aspect Software Banks & Networks need collaboration to prevent mobile fraud
Banks and network operators need to collaborate more to prevent mobile fraud, says Aspect Software –…
Biometrics goes Mainstream according to Sabio
Biometrics goes mainstream according to Sabio’s Stuart Dorman, Head of Consultancy In preparation for the launch…
Ignoring PCI-DSS rules costs Brokers new business according to Callstream
Callstream research shows that ignoring new PCI legislation will cost insurers more than just fines Research…