Here’s how to turn a cost centre into a profit centre Forrester Research predicts that online…
Category: – Articles
Proactive care from payday providers is crucial to halt spiraling UK housing debt
Dave Ogden, Account Executive at Aspect Software Research by housing and homelessness charity, Shelter, shows a…
7 myths about contact centres in the cloud
Klaas van der Leest, UK Managing Director Cloud computing is here to stay and cloud providers…
Contact centres struggling under the weight of multiple channels
Just 15% of contact centre agents are easily able to track customers across multiple channels, and…
UK Businesses Risk Losing Talent according to REED
As confidence returns to jobs market, businesses advised to invest in workforce to retain and attract…
Pressure mounts to keep up with technology
– David Ford – Magnetic North According to a Magnetic North survey, 40% of contact centre…
What Do Customers Actually Want From Contact Centres?
What Do Customers Actually Want From Contact Centres? The world is changing, people seem busier than…
How do headsets become Green whilst saving money?
All too often the much used and abused headset is destined for the recycling bin after…
Government Cuts Premium Rate Numbers – Replace with 0300 Numbers
Forthcoming regulatory changes are going to force companies to stop using non-geographic 084, 087 and 090…
5 Myths about Outsourcing Customer service
Ivan Ivanov, COO of 60k. A decade ago outsourcing was a new concept; now it is…
Preparing for the Next Wave of the Customer Revolution
By 2016, more than one-third of all inbound customer service calls will come from smartphones, according…
Interactive Intelligence CEO Shares Cloud Vision in Frost & Sullivan Video Interview
Dr. Donald E. Brown says cloud is poised to significantly re-shape the customer experience Global growth…
The Business Case for Gamification
Increased Productivity – the real reason for introducing gamification to your organisation Gamification sounds like the…
mplsystems 7 Technology Indicators for successful customer engagement
mplsystems predicts that that 2014 will be the year when customer service organisations start to break…
Contact centres are your No. 1 source of business intelligence says Jabra
To many companies, a call centre is merely a customer service necessity. But a contact centre…
Energy firms fizzle rather than burn bright when it comes to customer service
New research finds ‘mediocre’ utilities industry not doing enough to offset rising prices against consumer expectation…
Poor customer service and price hikes have opened the floodgates for energy companies
Comparison websites see huge spike in disenfranchised customers switching energy suppliers Recent reports released have revealed…