End contact centre wastage ahead of National Living Wage

Time to end contact centre wastage ahead of National Living Wage; Vision for more skilled teams…

Why cold calling ought to be shown the door

A new generation of outbound sales – A new generation of outbound sales – Why cold…

Social Customer Service – The Dos and Don’ts

Social media and social customer service are spectator sports; you’ll get the cheers and jeers, the…

Speech Analytics – 5 Steps to Success

Speech Analytics – 5 steps to Success  – Borge Astrup, Managing Director, customer contact division at…

The Next Big Thing in Customer Experience Technology

What’s next for Customer Experience Enabling technology? David Turner of Webhelp UK looks into the future…

Lack of Flexibility is killing UK Productivity

Lack of flexibility is killing UK productivity according to research conducted by Red Letter Days for…

Web Self Service improves Customer Experience

The six ways web self service improves your customer experience Customer service teams are currently faced…

Successful Customer Contact Heaven is Paved by OmniChannel Intentions

The Road To Successful Customer Contact Heaven Is Paved By OmniChannel Intentions. Leading companies are making…

Contact Centre Technology Trends for E-commerce in 2016

Contact Centre Technology Trends for E-commerce in 2016; E-commerce industry has been growing at a fast…

Future of Customer Service and Cloud-Based Contact Centres

Future of Customer Service and Cloud-Based Contact Centres – Intelecom takes a look at Forrester’s highlighted…

Customer Fatigue – An Easy Antidote to

Customer Fatigue – An Easy Antidote to – Insight by By Dr Nicola Millard, Head of…

What size is your contact centre?

What size is your contact centre? Dave Paulding, a regional director at Interactive Intelligence looks at…

Customer Service Vitally Important when renewing Mobile Phone Contracts

Customer Service Vitally Important when renewing Mobile Phone Contracts – Customer service is becoming increasingly important…

Contact Centre Modernisation Trends That Matter

Contact Centre Modernisation Trends That Matter Stefan Captijn of Genesys looks at how to modernise your…

Customer Complaints and dealing with the rising numbers

Customer Complaints and dealing with the rising numbers – Pauline Ashenden of Contact Centre solutions provider…

Contact Centre Cloud and Hosted Contact Centre what’s the difference?

Contact Centre Cloud and Hosted Contact Centre what’s the Difference? In this article Sonia Rabone of…

Goldfish, the customer experience and the indeterminate growing conundrum

Goldfish, the customer experience and the indeterminate growing conundrum by Joe Gagnon, SVP & General Manager,…

The Secret to Productive Collaboration

Jabra Blog: The Secret to Productive Collaboration By Holger Reisinger Forget the business books and management…

5 Typical Problems in the Contact Centre

The Contact Centre is normally at the heart of customer service in many organisations. They can…

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