Several years ago, I visited a Danish company who wanted to iliminate the insane amount of…
Category: – Articles
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…
How to produce seamless, customised performance metrics
How to produce seamless, customised performance metrics – Susannah Richardson at mplsystems.co.uk Since the beginning of…
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…