According to the recent Ovum report on Social Media CRM Outsourcing the need to deliver social…
Category: – Articles
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…
Company Culture is Holding Back the Connected Business, not Technology
Enghouse Interactive survey reveals culture and structure is inhibiting the growth of connected businesses, despite most…
Customer Service – Survey Reveals is Top Goal for Travel Industry
Customer Service – Over 80% of respondents cited customer service and staff productivity as primary business…
Synthentix asks how to choose the right customer service software vendor
In today’s omni-channel world, consumers now expect to be able to seamlessly move from one customer…
Web chat: Why it’s becoming the customer channel of choice
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how…
What’s in it for me?
Gone are the days when a contact centre could be run using only landlines and a…
Getting it right first time just became more important than ever
First Call Resolution has always been a bit of a mantra in the customer service industry.…
RIP Average Handle Time says Enghouse
Historically, many contact centres have prioritised reducing average handle times. In the past, the metric has…
White Paper: How Employee Engagement impacts Customer Service
Good customer service is an attitude not a process A new white paper published by Serco…
Severe Weather Conditions
After several weeks of unprecedented weather causing near biblical floods throughout most parts of the UK…
Contact Centre MOTs set to expire as only half do annual checks
Customer service roadside breakdowns imminent as half fail to perform regular audits Dave Ogden, Account Executive…
Crawley Borough Council’s Contact Centre celebrates 10th Birthday
Originally set up to provide a single point of contact the service continues to deal with…
ISO 9001 accreditation – What value?
Since 1987, when ISO published its first series of ISO 9000 quality management standards, more than…
What are the top five challenges contact centre managers face in 2014?
Sonia Rabone – Marketing Manager at Magnetic North Software Ltd It’s the beginning of a New…
Firstsource Survey shows Domestic Landline has not reached the end of the line
• 63% of UK adults use their domestic landline at least once a week • One…
Banks’ tangled web of antique IT
Dave Ogden, Account Executive at Aspect Software After a raft of downtime from various banks in…
Consumer hounding declines, but more needs to be done
Following Ofcom’s announcement that it had observed a significant decrease in silent, abandoned and nuisance calls,…
Five key contact challenges faced by public sector organisations in 2014
Echo Managed Services has highlighted what it sees as the five key customer contact challenges public…