Gadget ransomware warnings highlight opportunity to improve identity authentication, says Aspect Software Fraud follows the channels…
Category: – Articles
The Contact Centre Revolution (Not Just Robots!)
The Contact Centre Revolution is Here (and we’re not just talking about robots) Kirsty Rigg, Digital…
ResQ: The End of the Contact Centre with Ofcom Clampdown?
The End of the Call Centre? ResQ hail Ofcom clampdown as ‘gamechanger’ It’s a decision that…
The Cost of a Missed Phone Call to Your Business
How much is a Missed Phone Call Worth to Your Business? By Holger Reisinger For one…
Everything is Connected So Where Do You Start?
In A World Where Everything is Connected Where Do You Start? Webhelp’s global head of R&D,…
Workforce Engagement Management What Does It Really Mean?
Workforce Engagement Management – So what Does It Really Mean? Olle Düring, CEO of Teleopti outlines…
Robust Self-Service Platform Essential in Modern Contact Centre
Robust self-service platform now essential in the modern customer engagement centre, says Aspect Let customers handle…
Boost Your Productivity by Understanding Your Workstyle
Boost Your Productivity by Understanding Your Workstyle – Holger Reisinger Jabra Increasing productivity requires more than…
Hello?’ Research Suggests Greeting is Business Turn-Off
Hello?’ Research by Moneypenny PA suggests that the greeting is business turn-off – Time of day,…
One Customer But How Many Contact Centre Agents?
One Customer but how many contact centre agents? Putting aside the hype, are retailers managing to…
7am The new 8am and Saturday is Now a Weekday
7am is the new 8am and Saturday is now a weekday: Customer service predictions for the…
The future of work is here ‘work from anywhere’
According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM)…
Managing Change in the Contact Centre – dancing lion
Managing Change in the Contact Centre – In his series of articles Steve Shallabear, Managing Director…
Why CRM Is Essential For Effective Contact Centre Engagement
Why CRM Is Essential For Effective Contact Centre Engagement – Colin Hay, VP Sales, Intelecom UK…
What 2017 has in store for Contact Centres – IMIMobile
Chatbots, Automation and Data security… What 2017 has in store for Contact Centres With so many…
Feel Like a Round Peg in a Square Hole? Asks Dancing Lion
“If I could live my life over again, I’d like to be the person I could…
The Future of Intelligent Customer Routing
The Future of Intelligent Customer Routing Routing customer queries to the best skilled agent to deal…
Why Voice WILL Remain Strong in 2017 says Opinion8
Why Voice WILL remain strong in 2017 As hype about the digital contact centre and digital…
How to keep your customers happy this Blue Monday
More than half of people are most frustrated by long wait times: How to keep your…