Compassion, the beating heart of contact centres – Philip Rushton Director of Contact Centre Business Development at…
Tag: Articles
Using Data to Drive your Wellbeing strategy – Sabio Group
Using data to drive your wellbeing strategy – Phoebe Asquith – Research Psychologist & Senior Business…
1 in 5 Contact Centre Agents Supported by AI, Robotics & Chatbot
Only two in five contact centre agents are supported by AI, robotics or chatbots, says CCA…
Are Contact Centres Missing Out on Tasty Customer Data?
Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data? Contact…
Is it the End of Cold Calling from Contact Centres?
Is it the end of the cold call? – PPI claims, home insulation, car accidents that…
Contact Centres Could Be Heading for Own HGV Driver Crisis
Why the contact centre industry could be heading for its own HGV driver crisis – Ben…
Hybrid Working Is Changing the Contact Centre Forever
How Hybrid Working Is Changing The Role Of The Customer Service Team Leader Forever – Natalie…
Contact centres: Always on, always available
Contact centres: Always on, always available – The only constant in any industry is change. In…
The customer contact revolution – new models
The customer contact revolution – new models – Graham Ede, CEO, Neoswave Many, if not most,…
Contact Centre Music on Hold That Transcends Borders
Contact Centre Music on Hold That Transcends Borders – Around the globe, Classical music is top…
Banking CX Predictions in the Contact Centre 2020
Banking Customer Experience (CX) Predictions in the contact centre 2020 – John Ing, Principal Operations Lead…
Human Automation In Contact Centres – What’s New?
The newest feature of Teleopti WFM is Self-Scheduling, and it is a perfect example of Human…
Why 2020 is set to change the contact centre forever
Why 2020 is set to change the contact centre forever As the IT industry is ever…
UK Supervisors Spend Half Working Day on Meetings & Admin
Supervisors in the UK spend more than half their working day on meetings and admin…leaving little…
Flexible Working – How Contact Centres Can Benefit
The Onward March to Flexible Working – How Contact Centres Can Benefit by Jeremy Payne, VP…
Solving the Puzzle of the Call Recording Maze
Solving the Puzzle of the Call Recording Maze Richard Mill from Business Systems looks at how…
What are the 5 Top Contact Centre Trends of 2019?
The 5 Top Contact Centre Trends in 2019 Todd Carthothers, VP of Sales & Marketing from…
Can Good Customer Service Ever Be Scripted?
Contact Centre scripting isn’t the most talked about customer service topic, nor the most alluring, but…
5G will Transform CX and Role of Contact Centre Agents
The Human Benefit of 5G – How 5G will transform the customer experience and the role…