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Tag: Articles
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…
How To Win the Customer Loyalty War – Webhelp
How To Win the Customer Loyalty War – How Data sharing could be the key to…
We Are Officially A Nation of Complainers
We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) Survey Findings According to…
Aspect Software Calls for Networks and Banks to Collaborate
Aspect Software calls for networks and banks to collaborate following release of alarming fraud statistics from…
Why Contact Centre Scripts Have NOT Had Their Time…
Why Contact Centre Scripts Have NOT Had Their Time… according to Elizabeth Brabner of CallScripter As…
Five Dangerous Misconceptions When Sharing Personal Data
Five dangerous misconceptions when sharing personal data – Cameron Ross is Director of Payments Strategy at…
Voice of the Customer is More than Just Feedback Surveys
Voice of the Customer is a hot topic at companies looking to become more customer-centric or…
Have Contact Centre Scripts Had Their Time?
Have Contact Centre Scripts Had Their Time? Scott Kendrick of CallMiner discusses the Pros and Cons…
Contact Centres From Multichannel To Omnichannel
Turning your contact centre from multichannel to omnichannel Today customers expect to be able to contact…
Chatbots: The next step in the evolution of contact centres
Chatbots are the next step in the evolution of contact centres according to Magnus Geverts of…
Why your Customer Service should be 24/7 explains FMOutsource
Why your Customer Service should be 24/7 The traditional 9-5 opening hours no longer matches the…
Personal Data – The Misconceptions in the Contact Centre
The five biggest myths around personal data security are explained by security specialists Eckoh Consumers in…
16-24 Year Olds are Snubbing Phone for customer service queries
16 to 24-year-olds are snubbing the telephone for customer service queries in the contact centre according…
Challenger Banks think they do it better than the Big Four
Challenger Banks think they do it better than the Big Four suggests new research from Aspect…