How to produce seamless, customised performance metrics – Susannah Richardson at mplsystems.co.uk Since the beginning of…
Category: – Articles
How to sound authentic on the telephone
Contact centres are a fact of life, and will continue to be so. But few of…
Cold calls could make consumers freeze out genuine customer service
Better protection for customers against TPS loopholes needed as nuisance calls taint industry, says contact centre…
Motivate Your Contact Centre Team During The Summer Months
Britain has seen some scorching summer weather already this year and it’s likely there’ll be more…
3 Reasons to Embrace the Hybrid Cloud Contact Centre
Leveraging the cloud for application and data services has become almost commonplace for most companies and…
Sitel “Turning Complaints into Brand Advocates”
As “The complainers” series reveals a new breed of super complainers emerging, customer care experts, Sitel…
Profile of the Contact Centre sector workforce
In December 2012 there were estimated to be 5,650 contact centres in the UK with 650,500…
Performance Improvement through WFO
Performance Improvement through WFO By James King, Managing Director, ASC UK In today’s increasingly competitive market,…
Why don’t contact centres sing off the same hymn sheet?
Regular readers to this humble Website will know that the company car was involved in an…
Applying intelligence to self-service
Despite years of everyone telling us how important it is for customers to be delighted with…
The Importance of Location
We recently put out a survey to try and get to the bottom of how customers…
PCI compliance is not just an annual event in your contact centre
PCI compliance – There is one common theme connecting all the companies that have experienced cardholder…
Banks Must Encourage More Vocal Customers to Avoid the Big Switch
Many consumers don’t communicate with their banks, because they don’t feel they are being heard. Meanwhile,…
3 Ways to Turn Contact Centre Speech Analytics in to Action
Turning analytics into action is probably high on the list of both the VP of Customer…
Ingredients Of Every Successful Contact Centre Recruitment Process
Often contact centres can be guilty of over engineering their recruitment processes and forgetting that this…
Wearable Tech: Will It Change The Way Contact Centres Do Things?
Now that we have innumerable methods of communicating with the people around us, most of which…
Best Practices in Modern Contact Centres
Customer Interactions Best Practices – Best Practices in Enhancing Customer Interactions in Modern Contact Centres The…
contact centre are about the people employed within
A successful contact centre is all about the people employed within – Publishing companies are no…