Stay Close to your Contact Centre Team Right Now! Ben Willmott at Teleopti explains how action-based…
Tag: Articles
2017 Five Key Tech Trends for Effective Customer Engagement
2017’s Five key technology trends for effective customer engagement – Sabio looks forecasts whats hot and…
Data Breaches One Thing Lack of communication Is Another
Data breaches are one thing, lack of basic communications is another, says Aspect Software Regular customer…
Signs of an Industry Leading Customer Service Centre
Seven signs of an industry leading customer service centre – Mats Rennstam, Managing Director, Bright UK…
Card Not Present Alarm Bells over Contact Centres
Alarm Bells over Insurance Contact Centres and Card Not Present Imagine getting a burglar alarm fitted…
Is Your Contact Centre Future Ready? Asks Aspect
Is Your Contact Centre Future Ready? In the midst of the rapidly changing dynamics of customer…
Banks Must Master Security Basics says Aspect Software
Banks Must master Security Basics or play catch-up with mobile banking fraud, says Aspect Software Aspect…
5 Myths about Gamification from Intelecom
Engagement is the purpose of games and gamification,so sometimes a bit of fun is exactly what…
Contact Centre Professionals Missing Key Cloud Opportunities
Contact centre professionals missing key cloud opportunities, suggests new research Wide-scale cloud adoption is critical to…
Survey Shows Increasing Acceptance of Whistleblowing
New Benchmaring survey from Expolink shows increasing acceptance of whistleblowing hotlines Expolink, the leading UK-based provider…
Feedback Tool for Improving Contact Centre Experience
Feedback from customers is the ultimate tool for improving the contact centre experience, says Aspect Software…
Match Your Contact Centre Service to Young Consumers
Ben Willmott at Teleopti, considers how contact centres can match service to today’s new young consumers…
Wow Your FD with Customer Engagement That Delivers
Steven Robertson at proactive customer engagement experts VoiceSage shares some proof points about what customer success…
Making Mentoring Work in the Contact Centre
Steve Shellabear, director of dancing lion training & consultancy outlines how to make mentoring in the…
What is The True Cost of your Contact Centre Agent?
The True Cost of your Contact Centre Agent – Expolink went into accountant mode to provide…
What Does Customer Engagement Mean for your Organisation?
The phrase Customer Engagement is often mentioned in one and the same breath as ‘Sales’. And…
Intelligent Robots or Contact Centre Agents?
Intelligent Robots? Contact Centre Agents? New research conducted by the leaders in enterprise information management, OpenText,…
Contact Centre: The Reiteration Relapse Cycle
Breaking out of the reiteration relapse cycle – Mary Clarke, CEO, Cognisco Consumers’ frustrations about contact…
Contact Centre Fraud – The Case for Voice Biometrics
Tom Harwood, Co-Founder and Chief Product Officer at Aeriandi discusses the issue of telephone fraud in…