AOMi chief executive Richard Jeffery explores how an increased operations management capability within the back office…
Category: – Articles
It’s Customer Service Week (if you don’t know already)
I suppose that whatever starts across the Pond tends to end up in the UK sooner…
So what did we learn for this year’s Customer Contact Expo?
A year in the planning, two days in the making, and behold Customer Contact Expo is…
Omni-Channel Service Could Make Fast Food Even Faster
Omni-Channel Service Could Make Fast Food Even Faster-Fast food is something that many of us enjoy;…
Research shows Intelligent Chat is increasingly favoured by consumers
34% prefer intelligent chat when engaging with customer service while one in ten have abandoned a…
Minimum customer effort will reduce customer complaints
Energy companies are breaking records for the worst customer service according to new figures published by…
Agents – Poor Title for such gifted Staff
Each time I visit a contact centre I normally set aside time to chat with the…
Webhelp UK hosts ‘Star Awards’
Webhelp has celebrated the talent amongst its customer service professionals at a glittering black tie event…
What have contact centres ever done for us?
As 147 Media Ltd has been nominated for a prestigious Cambridgeshire Business Award (View Post) today…
Death to the Meeting: You Only Need Two a Year
Several years ago, I visited a Danish company who wanted to iliminate the insane amount of…
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…