60K wins European Outsourcer of the Year
Who is the European Outsourcer of the Year? Which firm has been chosen over all of its competitors as the…
– Articles
Why you should MOT your contact centre
Dave Ogden, Solutions Consultant at Aspect Software Getting a motor vehicle MOT tested can be an inconvenience, but it is…
Hosted & Cloud – Are they synonyms?
The future is in the cloud, or is it hosted? Are they different concepts or can these terms be used…
‘Doodling’ could be key to better customer service
On average, we could be spending more than 31 hours of our adult lives on hold with call centres, according…
Ergonomics overrules style on the ‘office runway’
Jabra: If you think your co-workers might look down on you for wearing a headset, think again; headset users are…
5 Best Practices to Deploy in Webchat
Webchat as a communication channel empowers Organisations to deflect service issues, facilitate customer self-service, and handle customer interactions. In our…
just when contact centre professionals thought they had got to grips with email and live chat
just when contact centre professionals thought they had got to grips with email and live chat, along comes social media…
Enghouse Interactive: Why Social Business Makes Sense
Jeremy Payne, International Group VP Marketing, Enghouse Interactive The traditional image of a contact centre consists of a large office…
Cloud Contact Centres Become a Reality for 2013
The ‘2013 Cloud Contact Centre Survey’ reveals an increasing number of UK contact centres have started a cloud implementation process…
UK consumers rate financial services providers as the worst for customer service
Financial services providers have been rated the worst for offering the highest standards of customer service, against a list of…
Social media in Contact Centres – ‘Just another Channel’
In its short history, Social Media has generally resided within the marketing and PR function of a business. Initially seen…
Contact Centres without telephones – the rise and rise of web chat
the rise and rise of web chat – Danny Singer – Founder & CEO Noetica In technology, as in comedy,…
How to use multi-way Web Chat
How to use multi-way Web Chat – The strength of contact centre agents is that they’re always available; the weakness…
Forecasting: don’t sing off the same spreadsheet
Forecasting: don’t sing off the same spreadsheet Elizabeth Gooch, CEO, eg solutions Forecasting and planning is a business critical activity…
Jabra 75% of UK workers suffer from emotional problems in the workplace
Jabra survey shows a surprising amount of isolation, relationship problems and stress amongst UK workers Distrust of home workers is…
How Gamification Improves Contact Centre Performance
Gamification sounds like some animated hero taking giant leaps, completing levels and providing simple entertainment. Wrong. Gamification is not about…
Enghouse Interactive says Weatherproof Your Contact Centre
Enghouse Interactive looks at what measures can be taken by contact centre managers across the UK to proactively tackle the…