When it comes to customer service, the traditional contact centre has undergone a significant revolution in…
Tag: Articles
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…
ResQ: The End of the Contact Centre with Ofcom Clampdown?
The End of the Call Centre? ResQ hail Ofcom clampdown as ‘gamechanger’ It’s a decision that…
The Cost of a Missed Phone Call to Your Business
How much is a Missed Phone Call Worth to Your Business? By Holger Reisinger For one…
AI will power 95% of customer interactions by 2025
AI will power 95% of customer interactions by 2025, says Servion Businesses must begin adapting to…
Does Your Contact Centre Have the Skills it Needs?
Does Your Contact Centre Have the Skills it Needs to meet and exceed customer Expectations? Steve…
Everything is Connected So Where Do You Start?
In A World Where Everything is Connected Where Do You Start? Webhelp’s global head of R&D,…
Workforce Engagement Management What Does It Really Mean?
Workforce Engagement Management – So what Does It Really Mean? Olle Düring, CEO of Teleopti outlines…
Robust Self-Service Platform Essential in Modern Contact Centre
Robust self-service platform now essential in the modern customer engagement centre, says Aspect Let customers handle…
Boost Your Productivity by Understanding Your Workstyle
Boost Your Productivity by Understanding Your Workstyle – Holger Reisinger Jabra Increasing productivity requires more than…
Hello?’ Research Suggests Greeting is Business Turn-Off
Hello?’ Research by Moneypenny PA suggests that the greeting is business turn-off – Time of day,…
Contact Centre Agent Empowerment – Does It Really Matter?
Agent empowerment – does it really matter? Three Steps to letting go gracefully from Colin Hay…
One Customer But How Many Contact Centre Agents?
One Customer but how many contact centre agents? Putting aside the hype, are retailers managing to…
7am The new 8am and Saturday is Now a Weekday
7am is the new 8am and Saturday is now a weekday: Customer service predictions for the…