Rise of mobile devices is adding to workplace pressure, but the office remains King when it…
Category: – Articles
Why customers might not trust Paym…yet
Customer experience experts welcome easy mobile payments but say banks’ attitude to security may be exposed…
How To Improve Contact Centre Call Quality Monitoring
How can you improve contact centre call quality monitoring without spending all of your time listening…
Why the Cloud changes the game for small contact centres
Why the Cloud changes the game for small contact centres – Jason Roos, Chief Executive Officer,…
Stop treating the back office as an after thought
Back office is critical to successful customer relationships and yet UK businesses are not measuring performance…
Contact Centre Homeworking – Is it time to think again?
Contact Centre Homeworking – Klaas van der Leest, UK Managing Director, Intelecom outlines five reasons why…
‘m too busy on other things to write this weeks newsletter……
Thursday is typically the day when I go into a darkened room to write the weekly…
What’s Special About The Cloud For Contact Centres?
Considering the cloud for your contact centre technology is far more than selecting whether you want…
Agents are your company’s most important brand ambassadors
The role of the contact centre as brand ambassador is often overlooked; reality is that marketing…
The problem with customer service metrics
No matter the sector or business, the word ‘metrics’ always sparks lively debate. This is particularly…
Ovum estimates home-based agents to increase to 160,000 by 2017
The total number of outsourced agents working at home will soon exceed 100,000 globally, and the…
Nev Wilshire – Chief Happiness Officer
On Tuesday I made a special effort to watch BBC3’s docusoap ‘The Call Centre’ as previously…
The Rise of the Chief Happiness Officer
Companies are desperately fighting declining productivity all over the world. Until now, cost-cutting, managerial control, and…
Regulation changes and higher call rate numbers
New regulations regarding the use of higher call rate ‘non geographic numbers’ and 0800 numbers for…
Getting Web Customer Service right
The old saying that the website is your organisation’s shop front has never been truer –…
Dramatic rise in new ways of banking is a giant leap for consumer security
Unobtrusive, more covert tech will make it easier for consumers to do business with banks with…
PCI Compliance: Save Money by De-Scoping with Tokenisation
Tokenisation is a process of replacing sensitive card data with a sequence of numbers that, when…
Costs, complaints & customer satisfaction are driving jobs re-shoring trend
Businesses following contact centre trend to improve customer service and bring key processes back to the…