The phrase Customer Engagement is often mentioned in one and the same breath as ‘Sales’. And…
Tag: Articles
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…
Give Your Agents The best Data – They’ll Thank You For It
Give your agents the best data – they’ll thank you for it! What makes a good…
Calling All Contact Centre Managers – Dump Your Reports!
Can you imagine a contact centre without reports? The thought literally boggles the mind! How would…
Why Your Contact Centre Needs Customer Engagement Analytics
By definition, customer engagement is an effect, a reaction, a connection, a response, and/or an experience…
Customer Service is the Ultimate Business Weapon
When product and price just aren’t enough, customer service is the ultimate business weapon Nick Peart,…
UK Banks Must Heed NIST Warnings says Aspect
UK banks must heed the NIST’s warnings on SMS-based two-factor authentication, says Aspect Software News that…
Challenger Banks Will Benefit From CMA Changes
Challenger banks will only benefit from the CMA’s changes if they can deliver on mobile, says…