Can a different approach lead to greater omni-channel CX success? Helen Murray, Chief Customer Solutions Officer…
Tag: Articles
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…
Customer Engagement Centre – Service Without Boundaries
When it comes to customer service, the traditional contact centre has undergone a significant revolution in…
Meet John. John is An Agent in YOUR Contact Centre
John is a contact centre agent at your business. He’s 24, college educated and right now,…
Nine Contact Centre Trends to Watch in 2017
Nine Call Centre Trends to Watch in 2017 Christian Szpilfogel, Mitel VP Strategy and M&A Business…
The Real-Time Revolution in the Contact Centre
The Real-Time Revolution in the Contact Centre – Richard Stevenson, CEO, Red Box Recorders There aren’t…
Can You Have Excellent Customer Service With A Disengaged Team?
Can you have excellent customer service with a disengaged team? Do you work because you have…
The Contact Centre Revolution (Not Just Robots!)
The Contact Centre Revolution is Here (and we’re not just talking about robots) Kirsty Rigg, Digital…