The total number of outsourced agents working at home will soon exceed 100,000 globally, and the…
Category: – Articles
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…
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…