As the cost of cyber security breaches significantly increase, Ormuco Communications issues its “Overview to Global…
Category: – Articles
Contact centres deliver highest sales and greatest opportunity for upselling for Insurance Brokers
UK-based insurance brokers survey by call management experts, Callstream, has shown that: 70% of UK brokers…
Sabio’s 15 top customer contact technology trends for 2015
Sabio has listed what it believes will be the Top 15 Customer Contact Technology Trends driving…
The Agent – The most important people in the contact centre
Looking back when I was a youngster the world was a very different place; never in…
As ‘Fixed’ Costs and Line Rental Increases; is it time to move to SIP?
‘Which! Consumer Magazine’ recently reported that major fixed line telecom providers such as BT, Sky and…
The Guide to Ultimate (Work) Happiness
The zone is where it is at. That is where the magic happens, where you are…
Let’s All ‘Hear It’ For That Neglected Mighty Thing: Voice!
Isn’t there some old gag that whoever it was that discovered water, it wasn’t a fish?…
Sabio: Moving towards a better balance between contact centre security and customer effort levels
Last year’s Sabio/Avaya research into the security concerns of some 2,000 UK consumers found that security…
Cloudy outlook is clearing for customer service
Customer expectations driving contact centres to the cloud, but protection of customer data is still a…
Time to stop talking about call centres?
Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’…
Netcall Survey: 95% of consumers say contact centres fall short on FCR
Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Ensuring a Productive and Happy Contact Centre
According to contact centre analyst ContactBabel, there are 5,675 call centres in the UK employing 1,125,000…
Money Saved on Remote Working Should Be Spent on “Social Glue”
Working from home increases productivity and saves companies fortunes. If you re-invest some of your savings…
Keeping the contact centre agent morale high at peak times
As we move into the busiest part of the year for many contact centres, keeping staff…
Getting the retail customer journey back on track
Seven essential steps retailers should take to really put Big Data to work by bringing their…
Achieving consistency across multiple channels in your contact centre
Achieving consistency across multiple channels is clearly critical for any contact centre looking to provide a…
Convenience versus security: latest fraudulent tactics expose weak links, says Aspect
With the news that contactless debit cards can be manipulated to transfer thousands of pounds, bypassing…