It’s time to rethink the perception of contact centres: Ember report highlights chasm between perception and…
Category: – Articles
UK Brands Working To Connect With Customers
UK Brands Working To Connect With Customers – Conscious of the growing need to relate with…
Are you making yourself a victim of phone fraud?
Consumers are falling prey to the growing risk of phone fraud. A new study warns that…
Digital Customer Interactions to Overtake Voice
Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020 …
Mapping the Customer and Agent Journey in Parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must…
Are Your Agents Sticking to Their Schedules?
Are Your Contact Centre Agents Sticking to Their Schedules? Asks Tom Tritten WFO Solution Architect at…
Different Approach to Greater Omni-Channel Success?
Can a different approach lead to greater omni-channel CX success? Helen Murray, Chief Customer Solutions Officer…
The True Cost of Contact Centre Agent Disengagement
The True (And Scary) Cost of Contact Centre Agent Disengagement in the UK – Stphen Pce…
The Positive Impact of Keeping Your Employees Happy
Boosting Company Performance: The Positive Impact of Keeping Your Employees Happy A report from the Chartered…
Managers Not Trained To Manage Inter-Office Conflicts
53% of line managers are not trained to manage inter-office conflicts – here’s why this needs…
Startup Overheads For Contact Centres in 2017?
What Are The Startup Overheads For Call Centre Business in 2017? A contact centre could be…
Human Needs That Drive Employee Engagement
The 3 human needs that drive employee engagement – Stephen Pace of SJS Slutions According to…
How to Spot Fake Contact Centre Scams
How to Spot Fake Contact Centre Scams In late 2016, the Department of Justice brought grand…
Contact Centre Issues That Need Talking About
Contact centre technology expert John Duffy looks at the challenges that plague call centre managers today…
Queues and the Rule of Six = NO Frustrated Callers
Queues and the Rule of Six – Lee Mansell of TeleWare looks at the very British…
Customer Engagement Centre – Service Without Boundaries
When it comes to customer service, the traditional contact centre has undergone a significant revolution in…
Meet John. John is An Agent in YOUR Contact Centre
John is a contact centre agent at your business. He’s 24, college educated and right now,…
Nine Contact Centre Trends to Watch in 2017
Nine Call Centre Trends to Watch in 2017 Christian Szpilfogel, Mitel VP Strategy and M&A Business…
The Real-Time Revolution in the Contact Centre
The Real-Time Revolution in the Contact Centre – Richard Stevenson, CEO, Red Box Recorders There aren’t…