How To Win the Customer Loyalty War – How Data sharing could be the key to…
Tag: Articles
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…
5 Signs Your Legacy Call Recording Solution is a Liability
5 Signs Your Legacy Call Recording Solution is a Liability according to Chris O’Brien, Digital Content…
Why Chatbots won’t Replace the Contact Centre Agent
Why chatbots won’t replace the contact centre agent – Bruce von Malitz, Managing Director at 1Stream…
Revolutionising the Traditional Customer Service Model
Breaking the mould – revolutionising the traditional customer service model – Daniel Bailey, Director of Northern…
Chatbots – Next Step in Evolution of the Contact Centre
Chatbots – the next step in the evolution of the contact centre Magnus Geverts at Teleopti…
Regulation of Outbound Telephone Marketing Scores Own Goal
UK regulation of outbound telephone marketing scores another own goal suggests Jonathan Graham of Syntec As…
Omni-channel Integration Biggest Challenge When Adopting Text Based Customer Service
Omni-channel integration is the biggest challenge for contact centres adopting text-based customer service – New survey…