As “The complainers” series reveals a new breed of super complainers emerging, customer care experts, Sitel…
Category: – Articles
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…
Offer customers an affordability review on their secured loans and credit cards
Small window of opportunity for banks to prevent future defaults and millions in servicing debt collection,…
Consolidation and Language Capability in a Contact Centre
David Turner, CEO of leading customer experience provider, Webhelp UK, argues consolidation is the necessary first…
Noise fatigue in contact centres
We are all familiar with call centres – and most of the time when we talk…
New channels are changing customer service
Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact…
Greek tragedy for banks if they ignore Zeus message
Notorious malware strikes again in new strain but banks must put the customer first, says Aspect…
UK Businesses Losing Over a Third of Customers Due to Poor Service
Service issues costing consumers nearly GBP15 billion a year As a result of poor customer service,…