New Benchmaring survey from Expolink shows increasing acceptance of whistleblowing hotlines Expolink, the leading UK-based provider…
Tag: Articles
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…
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…
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…