AI will power 95% of customer interactions by 2025, says Servion Businesses must begin adapting to…
Tag: Articles
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…
The future of work is here ‘work from anywhere’
According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM)…
Managing Change in the Contact Centre – dancing lion
Managing Change in the Contact Centre – In his series of articles Steve Shallabear, Managing Director…
Why CRM Is Essential For Effective Contact Centre Engagement
Why CRM Is Essential For Effective Contact Centre Engagement – Colin Hay, VP Sales, Intelecom UK…
Very Best Customer Experiences The New Competitive Advantage
Very best customer experiences – the new competitive advantage Jeremy Hamill-Keays of Teleopti takes a look…
What Forward Thinking Customer Service Leaders Should Consider Now
What forward-thinking customer service leaders should consider now – Clare Angood discusses When you’re running a…
Businesses Must take Contact Centre Customer Data Seriously
Eckoh urges businesses to take contact centre customer data seriously Eckoh, the global provider of secure…
What 2017 has in store for Contact Centres – IMIMobile
Chatbots, Automation and Data security… What 2017 has in store for Contact Centres With so many…
Feel Like a Round Peg in a Square Hole? Asks Dancing Lion
“If I could live my life over again, I’d like to be the person I could…