Consumers are falling prey to the growing risk of phone fraud. A new study warns that…
Tag: Articles
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…
Startup Overheads For Contact Centres in 2017?
What Are The Startup Overheads For Call Centre Business in 2017? A contact centre could be…
The Rise Of The Multi-Skilled Contact Centre Agent
The rise of the multi-skilled agent – Thomas Rødseth at Puzzel (formerly Intelecom), advocates taking a…
Human Needs That Drive Employee Engagement
The 3 human needs that drive employee engagement – Stephen Pace of SJS Slutions According to…
How to Spot Fake Contact Centre Scams
How to Spot Fake Contact Centre Scams In late 2016, the Department of Justice brought grand…
AI Isn’t For The Future – It’s Here Today
AI isn’t for the future – it’s here today and already transforming customer engagement Customer contact…
Contact Centre Issues That Need Talking About
Contact centre technology expert John Duffy looks at the challenges that plague call centre managers today…
Cold Calling: Warming Cold Calls into Hot Prospects
Cold Calls: No one will be surprised if thought of cold calling makes you wince. The…
Queues and the Rule of Six = NO Frustrated Callers
Queues and the Rule of Six – Lee Mansell of TeleWare looks at the very British…
Engage Staff at Each Stage of the Employee Lifecycle
How to Engage Staff at Each Stage of the Employee Lifecycle – Una Lawlor is Content…