Whether in-store, online or over the telephone, 75% of UK consumers hate repeating themselves when they…
Category: – Articles
Give Your Agents The best Data – They’ll Thank You For It
Give your agents the best data – they’ll thank you for it! What makes a good…
Calling All Contact Centre Managers – Dump Your Reports!
Can you imagine a contact centre without reports? The thought literally boggles the mind! How would…
Why Your Contact Centre Needs Customer Engagement Analytics
By definition, customer engagement is an effect, a reaction, a connection, a response, and/or an experience…
Improving Your Customer Experience in Three Simple Steps
Today’s consumer is well informed, with high expectations and more likely than ever before to share…
UK Banks Must Heed NIST Warnings says Aspect
UK banks must heed the NIST’s warnings on SMS-based two-factor authentication, says Aspect Software News that…
Challenger Banks Will Benefit From CMA Changes
Challenger banks will only benefit from the CMA’s changes if they can deliver on mobile, says…
Ditching the Contact Centre Script? Not So Fast!
Ditching the Contact Centre Script? Not So Fast! Jason Alley of Interactive Intelligence explains why you…
Enhance The Customer Service Experience Using Self-service
Enhance Customer Service Experience Using Self-service by Nidal Kamouni, CEO, PCCI Group The essence of customer…
No Passwords Next Step in Customer Engagement
Abandoning passwords is a step forward for frictionless customer engagement in banking accordng to Aspect Software…
We Are Officially A Nation of Complainers
We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) Survey Findings According to…
Aspect Software Calls for Networks and Banks to Collaborate
Aspect Software calls for networks and banks to collaborate following release of alarming fraud statistics from…
Why Contact Centre Scripts Have NOT Had Their Time…
Why Contact Centre Scripts Have NOT Had Their Time… according to Elizabeth Brabner of CallScripter As…
Five Dangerous Misconceptions When Sharing Personal Data
Five dangerous misconceptions when sharing personal data – Cameron Ross is Director of Payments Strategy at…
Voice of the Customer is More than Just Feedback Surveys
Voice of the Customer is a hot topic at companies looking to become more customer-centric or…
Have Contact Centre Scripts Had Their Time?
Have Contact Centre Scripts Had Their Time? Scott Kendrick of CallMiner discusses the Pros and Cons…
Chatbots: The next step in the evolution of contact centres
Chatbots are the next step in the evolution of contact centres according to Magnus Geverts of…
Challenger Banks think they do it better than the Big Four
Challenger Banks think they do it better than the Big Four suggests new research from Aspect…