Working from home increases productivity and saves companies fortunes. If you re-invest some of your savings…
Category: – Articles
Keeping the contact centre agent morale high at peak times
As we move into the busiest part of the year for many contact centres, keeping staff…
Getting the retail customer journey back on track
Seven essential steps retailers should take to really put Big Data to work by bringing their…
Achieving consistency across multiple channels in your contact centre
Achieving consistency across multiple channels is clearly critical for any contact centre looking to provide a…
Convenience versus security: latest fraudulent tactics expose weak links, says Aspect
With the news that contactless debit cards can be manipulated to transfer thousands of pounds, bypassing…
Efficiently Manage Inbound Calls to your Contact Centre
Contact centre based businesses often find themselves investing huge sums of money in technology, especially when…
We are only as good as the industry which we are proud to serve
Regular readers of my weekly blog would normally expect me to rant and rave about the…
It’s all about the traffic
People who know me would know that I am passionate about the contact centre industry and…
What’s happening in the Irish Contact Centre Industry?
The success of a website is determined by the editorial content, the number of visitors and…
Don’t Let Your Contact Centre Workforce Become The Walking Dead
Warning: Zombies have infected your contact centre workforce. You can’t escape these agents of the undead,…
Maximising the Benefits of Workforce Management Software
Workforce management software is a powerful tool when it comes to… well, managing your workforce. That…
the many ‘wow’ factors of the contact centre industry
In todays competitive marketplace every company strives to have the best product, the best service or…
Azzurri research shows that mobile workers become more productive workers
71% of businesses believe there are still greater productivity gains to be had from mobile services…
21st century BPO – better service, leaner margins
AOMi chief executive Richard Jeffery explores how an increased operations management capability within the back office…
It’s Customer Service Week (if you don’t know already)
I suppose that whatever starts across the Pond tends to end up in the UK sooner…
So what did we learn for this year’s Customer Contact Expo?
A year in the planning, two days in the making, and behold Customer Contact Expo is…
Omni-Channel Service Could Make Fast Food Even Faster
Omni-Channel Service Could Make Fast Food Even Faster-Fast food is something that many of us enjoy;…
Research shows Intelligent Chat is increasingly favoured by consumers
34% prefer intelligent chat when engaging with customer service while one in ten have abandoned a…