Voice biometrics, gamification and video technology have been hot topics in the contact centre industry in…
Tag: Articles
Put Your Contact Centre on a Post-Christmas Diet says Enghouse Interactive
Christmas brings consequences. All that excess and over-indulgence has to be paid for – and for…
Poor customer service is costing companies over £7.7 billion
Businesses need to reduce customer effort to minimise complaints – Customer engagement expert says analytics is…
Webhelp UK discusses How respect for customer information will win confidence and secure sales
The outbound telemarketing industry is in the throes of change. With the emergence of regulation and…
Syntec: Managing multi-channel communication in contact centres
The way customers interact with business is changing. The phone is being replaced as the first…
Jabra: Why You Must Take a Chance on Unified Communications
Jabra Unified Communications – Why You Must Trust Your Gut and Take a Chance on Unified…
Increase Upsales in your contact centre – Mats Rennstam of Bright Index
Mats Rennstam, MD of Bright Index takes a look at increasing upsales in your contact centre.…
Capita Customer Management: Five ways to exceed customer expectations
Kathryn Clarke, managing consultant at Capita Customer Management, considers current customer expectations when dealing with companies,…
Gamification could need a makeover according to Sunrise Software Survey
Gamification could need a makeover despite increases in productivity and customer satisfaction shows Sunrise Software survey…
Jabra’s Predictions for the 2015 Contact Centre
contact-centres.com asked Nigel Dunn, Managing Director, Jabra UK&I to look into the Company’s Crystal Ball for…
mplsystems highlights 5 key contact centre technology trends
Intelligent Agent Desktops, embedded customer care and greater support for text channels set to deliver a…
Five ways to make your contact centre more powerful
Five ways to make your contact centre more powerful Consumers expect more from contact centres Simon…
Retaining customers: You don’t know what you got ‘til it’s gone
With this week’s news that none of the ‘Big Six’ energy suppliers answered the phone to…
One size fits no one… Why personal service matters in B2B businesses
One size fits no one… Why personal service matters in B2B businesses – and how you…
Why Good Customer Service is not just for Christmas
Jeremy Payne of Enghouse Interactive looks at “Why Good Customer Service is not just for Christmas”…
Callers wait for Presley, Pavarotti and Katy Perry when calling contact centres
“In simple terms the Top 3 means music from the likes of Elvis Presley, Luciano Pavarotti…
The right and wrong ways to use IVR in contact centres
While frustrating IVR menus, confusing options, and difficulty in connecting to live agents are all reasons…
Sabio’s 15 top customer contact technology trends for 2015
Sabio has listed what it believes will be the Top 15 Customer Contact Technology Trends driving…