Study finds financial services brands risk losing customers with call centre experiences – Nine out of…
Category: – Articles
PCI Compliance For Fashion & Retailers
PCI DSS compliance is important for any business but especially for retailers. Your reputation is on…
Everything you need to know about voice biometrics
There has been a lot of hype recently about voice biometrics for the contact centre, but…
Big Data needn’t be as complex or costly as it might appear
Helen Murray, Chief Customer Solutions Officer for leading customer engagement provider, Webhelp UK, argues analysing Big…
How to produce seamless, customised performance metrics
How to produce seamless, customised performance metrics – Susannah Richardson at mplsystems.co.uk Since the beginning of…
How to sound authentic on the telephone
Contact centres are a fact of life, and will continue to be so. But few of…
Cold calls could make consumers freeze out genuine customer service
Better protection for customers against TPS loopholes needed as nuisance calls taint industry, says contact centre…
Motivate Your Contact Centre Team During The Summer Months
Britain has seen some scorching summer weather already this year and it’s likely there’ll be more…
3 Reasons to Embrace the Hybrid Cloud Contact Centre
Leveraging the cloud for application and data services has become almost commonplace for most companies and…
Sitel “Turning Complaints into Brand Advocates”
As “The complainers” series reveals a new breed of super complainers emerging, customer care experts, Sitel…
Profile of the Contact Centre sector workforce
In December 2012 there were estimated to be 5,650 contact centres in the UK with 650,500…
Performance Improvement through WFO
Performance Improvement through WFO By James King, Managing Director, ASC UK In today’s increasingly competitive market,…
Why don’t contact centres sing off the same hymn sheet?
Regular readers to this humble Website will know that the company car was involved in an…
Applying intelligence to self-service
Despite years of everyone telling us how important it is for customers to be delighted with…
The Importance of Location
We recently put out a survey to try and get to the bottom of how customers…
PCI compliance is not just an annual event in your contact centre
PCI compliance – There is one common theme connecting all the companies that have experienced cardholder…
Banks Must Encourage More Vocal Customers to Avoid the Big Switch
Many consumers don’t communicate with their banks, because they don’t feel they are being heard. Meanwhile,…