Mind the Automation Gap: Why the Human Touch is Critical in the Public Sector Cheryle Walline…
Tag: Articles
Anaplan – Customer Service is Key Differentiator For Businesses
Customer service is a key differentiator for businesses, but many are falling short New research reveals…
Is Longest Wait Killing Agent Morale and Impacting Profit?
Is Longest Wait Killing Contact Centre Agent Morale and Impacting Profit? Stephen Pace CEO SJS Solutions…
GDPR – Things to Know to Protect your Contact Centre
Countdown to GDPR – Everything You Need to Know to Protect your Call Centre The General…
Was the Contact Centre Agent Polite and Friendly?
We have all experienced varying degrees of attention and care as customers. Being served in restaurants,…
Encourage Your Millennial Staff To Pick up the Phone
How to encourage your millennial staff to pick up the phone According to recent research by…
It’s Time to Rethink the Perception of Contact Centres
It’s time to rethink the perception of contact centres: Ember report highlights chasm between perception and…
UK Brands Working To Connect With Customers
UK Brands Working To Connect With Customers – Conscious of the growing need to relate with…
New Tech Will Power Memorable Customer Experiences
New tech will power memorable customer experiences Parham Saebi, Head of Client Relations, CRM Solutions at…
Are you making yourself a victim of phone fraud?
Consumers are falling prey to the growing risk of phone fraud. A new study warns that…
Customer Service: Last Unoptimised Piece of Omnichannel Puzzle
Customer service: the last unoptimised piece in the omnichannel puzzle – Steve Powell is Director of…
Human Interaction Key to Quality Customer Engagement
Customer engagement is one area of business that is constantly linked to increasing automation. With new…
Mapping the Customer and Agent Journey in Parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must…
Changing Priorities for Customers and Contact Centre
Time is of the essence – changing priorities for customers and contact centres When it comes…
Are Your Agents Sticking to Their Schedules?
Are Your Contact Centre Agents Sticking to Their Schedules? Asks Tom Tritten WFO Solution Architect at…
Different Approach to Greater Omni-Channel Success?
Can a different approach lead to greater omni-channel CX success? Helen Murray, Chief Customer Solutions Officer…
The True Cost of Contact Centre Agent Disengagement
The True (And Scary) Cost of Contact Centre Agent Disengagement in the UK – Stphen Pce…
The Positive Impact of Keeping Your Employees Happy
Boosting Company Performance: The Positive Impact of Keeping Your Employees Happy A report from the Chartered…
Managers Not Trained To Manage Inter-Office Conflicts
53% of line managers are not trained to manage inter-office conflicts – here’s why this needs…