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