‘Which! Consumer Magazine’ recently reported that major fixed line telecom providers such as BT, Sky and…
Category: – Articles
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…
Efficiently Manage Inbound Calls to your Contact Centre
Contact centre based businesses often find themselves investing huge sums of money in technology, especially when…
We are only as good as the industry which we are proud to serve
Regular readers of my weekly blog would normally expect me to rant and rave about the…
It’s all about the traffic
People who know me would know that I am passionate about the contact centre industry and…
What’s happening in the Irish Contact Centre Industry?
The success of a website is determined by the editorial content, the number of visitors and…