I wonder if anyone knows when the last of the men in brown coats disappeared. Do…
Category: – Articles
The Importance of Morale in the Contact Centre
The Role of Morale in the Contact Centre – Suzette Bouzane Meadows, Director of Contact at…
Banks Need to Take Lead in Authorised Push Payments Fraud
Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software…
Can Voice Analytics Stem the Customer Satisfaction Skid?
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered…
Contact Centre Fraud Increases 350% in 4 Years
Pindrop, the pioneer in voice security and authentication, have announced in the global Pindrop Voice Intelligence…
Risks of Outdated Contact Centre Infrastructure
Overcome the Risks of an Outdated Contact Centre Infrastructure Whether it’s a sagging, worn-out sofa or…
Avoidable Customer Churn Costs UK Businesses £25b
Electricity, insurance, gas and broadband suppliers top the CallMiner Index Empathy in call centres is key…
How Internet of Things Will Change the Contact Centre
What is the Internet of Things (IoT)? In simple terms, IoT refers to connected devices that…
What Companies Forget When Fighting Cyberattacks
Never underestimate the ingenuity and effort that burglars will put into their work. If a team…
SVL: The Case for Speech Analytics in the SME
Over the last 5 years, advances in technology and the move to the Cloud has made…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as…
Lack of Clarity Hampers Strong Customer Authentication
Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says…
Gig Economy on the Rise: What’s the effect on Agents?
Gig economy on the rise: customer service agents show strong interest working as on-demand agents •…
Traditional Wireless Technology is a Waste of Space
When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s…
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently.…
SVL Business: PULL OVER – We’re the Real-time Police!
I started my career in resource planning, not quite at the time when you had to…
Contact Centre Confusion Over Ofcom Outbound Regulations
There are estimated to be 6,200* contact centres in the UK, with perhaps a quarter of…
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent…