Behind each successful UC deployment is a sound UC strategy. To pave the way for a…
Tag: Articles
Mitigating security risk by sensitive call recordings
Protecting your legacy – mitigating the security risk posed to businesses by sensitive customer call recordings…
Just What is The Customer Happiness Index?
Just What is The Customer Happiness Index? Alan Weaser of VIRTUATel explains the metrics behind the…
Robots are Coming but are they taking over the Contact Centre?
“The Robots are Coming”… but are they really Taking over the Contact Centre? by Jeremy Payne,…
A four step plan for contact centres to learn from the Military
Contact centres can learn from the Military when it comes to delivering excellent customer service using…
How the right solutions make blended contact centres successful
How the right solutions make blended contact centres successful – Clare Angood of Aspect Software looks…
The game of authentication and fraud detection
Guess Who? – The game of authentication and fraud detection – Amit Desai, Senior Director of…
The 8 things millennials want from customer service
The 8 things millennials really want from customer service – Stephen Ball, Senior Vice President of…
The Origins of Speech Analytics in the contact centre
Speech analytics software offers a myriad of benefits to the contact centre industry. As this has…
Is your Contact Centre Mobile Ready asks Aspect Software
Is your contact centre mobile-ready asks Clare Ansgood of Aspect Software Today’s consumers have lofty expectations…
Start Being Happy – It Will Double Your Productivity
Start Being Happy – It Will Double Your Productivity. In his series of articles on new…
The Ten C’s of Employee Engagement according to SJS
The ten C’s of employee engagement can engage heads, hearts, and hands, Stephen Pace CEO of…
Voice of the Customer or Customer Attitudes – Take a New Approach
Voice of the Customer or Customer Attitudes – Take a New Approach; Jonathan Wax, VP, EMEA…
Website that United the World & Made Collaboration Cool
The Website that United the World (and Made Collaboration Cool) by Holger Reisinger of Jabra. Forget…
Introducing the Contact Centre of the Future
Introducing the Contact Centre of the Future – Digital technology has had a significant impact on…
Transforming the Customer Experience in the Contact Centre
Transforming the Customer Experience – Companies that Have Transformed the Customer Experience By Helen Murray, Chief…
Teleopti WFM – Beyond the Silo in Contact Centres
Teleopti WFM – Beyond the Silo in contact centres; Hussein Kamel, workforce management consultant at Teleopti…
Customer Service – A New Approach to Tackling Issues
Customer Service – A New Approach to Tackling Issues according to Mary Clarke, CEO, Cognisco Which?’s…