For two in five UK consumers, the telephone has replaced face-to-face interactions during the pandemic 441%…
Category: – Articles
Look Forward Not Back: Future-Proof your Contact Centre
Look forward not back: 4 ways to future-proof your contact centre – Heightened customer expectations are…
Desktops, Dashboards and Human Centred Design
Desktops, Dashboards and Human Centred Design – Why getting the user experience right will protect your…
Productivity: the new priority for your employee
Productivity: the new priority for your employee Nigel Dunn, Managing Director, Jabra EMEA North To thrive…
The Rise of the CRM in the Contact Centre Space
The Rise of the CRM in the Contact Centre Space In today’s world, consumers increasingly demand…
Contact Centres Supporting The Retail Shift Online
Success beyond voice: Contact centres supporting retail shift online As the nation continues to overcome the…
The Contact Centre As A Premium Sales Channel
Consumers willing to pay more for insurance if phone experience can match online Survey by ResponseTap…
Six Trends That are Transforming the Contact Centre
Research from CCMA and Puzzel reveals six trends that are transforming the contact centre industry Six…
Maximising Contact Centre Tech To Provide Business Contingency
Maximising UC & Contact Centre Technology To Provide Business Contingency When a disaster recovery plan is…
Making the Right Call: Contact Centres in the New Normal
Making the Right Call: Contact Centres in the New Normal – Gary Williams, Director of Sales…
Experimentation is holding back the Contact Centre Flood
Dambusters: how experimentation is holding back the contact centre flood – Jil Maassen, Lead Strategy Consultant,…
The Role Of A Contact Centre Agent Post COVID
Where The Role Of A Contact Centre Agent Fits In A Post COVID World Jeremy Payne,…
Contact Centre Leaders say Covid-19 has changed Industry Forever
89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact…
Contact Centre Customer Experience and the financial sector
Contact Centre CX and the financial sector As customer experience continues to rise, in spite of…
Is Your Contact Centre Listening to Vulnerable Customers?
is your contact centre listening to your vulnerable customers? Steve Murray, solutions director at IPI Covid-19…
Estate Agency Grows Due to Contact Centre Lockdown Strategy
Estate agency grows market share thanks to safe but successful contact centre lockdown strategy Estate agency…
COVID-19: How Recovery-Ready is your Contact Centre?
How recovery-ready is your contact centre? As lockdown gradually begins to ease, many of us are…
Contact Centres Must Overcome Concerns of Homeworking
COVID-19 is forcing the contact centre sector to overcome concerns of homeworking – resulting in a…
Here’s What Always-On CX Looks Like in the New Normal
Here’s What Always-On CX Looks Like in the New Normal in contact centres Neil Russell-Smith –…