Originally set up to provide a single point of contact the service continues to deal with…
Category: – Articles
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…
Interactive Intelligence Report – Cloud drives growth in contact centre market
Interactive Intelligence Group Inc has published the latest Frost & Sullivan analysis, “Cloud Momentum Boosts Trends…
Could your customer service be compromising sales targets?
Here’s how to turn a cost centre into a profit centre Forrester Research predicts that online…
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…