34% prefer intelligent chat when engaging with customer service while one in ten have abandoned a…
Category: – Articles
Minimum customer effort will reduce customer complaints
Energy companies are breaking records for the worst customer service according to new figures published by…
Agents – Poor Title for such gifted Staff
Each time I visit a contact centre I normally set aside time to chat with the…
Webhelp UK hosts ‘Star Awards’
Webhelp has celebrated the talent amongst its customer service professionals at a glittering black tie event…
What have contact centres ever done for us?
As 147 Media Ltd has been nominated for a prestigious Cambridgeshire Business Award (View Post) today…
Death to the Meeting: You Only Need Two a Year
Several years ago, I visited a Danish company who wanted to iliminate the insane amount of…
What is Your Contact Centre Hiding?
Are your contact centre’s key performance indicators (KPIs) giving you the the whole story? For many…
Have you got your Christmas game plan on?
Is it too soon to be thinking about your Christmas game plan in your contact centre?…
Aspect urges banks to do more to protect customers
Aspect urges banks to do more to protect customers from silent but deadly mobile banking threats…
Omission of banking fraud from official crime stats offers a place to hide for villains
This week it was reported by the Office of National Statistics that almost four million cases…
How Much are Missed Telephone Calls Costing your Business?
61% of customers take their business to a competitor due to poor customer service When a…
Financial services brands letting down consumers
Study finds financial services brands risk losing customers with call centre experiences – Nine out of…
PCI Compliance For Fashion & Retailers
PCI DSS compliance is important for any business but especially for retailers. Your reputation is on…
Everything you need to know about voice biometrics
There has been a lot of hype recently about voice biometrics for the contact centre, but…
Big Data needn’t be as complex or costly as it might appear
Helen Murray, Chief Customer Solutions Officer for leading customer engagement provider, Webhelp UK, argues analysing Big…