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…

Voice Recognition Authentication and the Contact Centre

Voice Recognition Authentication and the Contact Centre By Matt Peachey, VP/GM International at Pindrop After years…

Prepare Now for Tomorrow’s Budding Customer Service Professionals

Back to School – prepare now to nurture tomorrow’s budding customer service professionals; September has that…

Role of the Agent is Transforming with increasing Digitisation

David Cousins, of Capita Collaboration Technologies, explores how the role of the customer experience agent is…

Fine Balance Needed Between Software Robots and Humans

Fine balance needed between software robots and humans, says eg solutions Many organisations with large numbers…

The Swiss Army Knife of Customer Service Tools

Introducing the Swiss Army Knife of Customer Service Tools – By Holger Reisinger of Jabra Today’s…

Fraudster is calling why aren’t consumers picking up on it?

The fraudster is calling… Why aren’t consumers picking up on it? New Research Finds That Fraudsters…

Consumers Prefer to Communicate Through Digital Channels

A quarter of Consumers prefer to communicate about Debts through Digital Channels according to research by…

75% of Consumers Hate Repeating Themselves

Whether in-store, online or over the telephone, 75% of UK consumers hate repeating themselves when they…

Customer Journey Achieving Customer Value and Growth

The customer journey revisited – three tips for achieving customer value and growth – Magnus Geverts…

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