Intelligent Agent Desktops, embedded customer care and greater support for text channels set to deliver a…
Tag: Articles
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…
Text4Assist discusses how contact centres will adapt for the future
Contact centres are changing. That shouldn’t come as a surprise: in recent years we’ve seen huge…
As ‘Fixed’ Costs and Line Rental Increases; is it time to move to SIP?
‘Which! Consumer Magazine’ recently reported that major fixed line telecom providers such as BT, Sky and…
The Guide to Ultimate (Work) Happiness
The zone is where it is at. That is where the magic happens, where you are…
Wise up on PCI DSS and Save a Fortune
Compliance in the contact centre should address risk and be achievable for a sensible and realistic…
Let’s All ‘Hear It’ For That Neglected Mighty Thing: Voice!
Isn’t there some old gag that whoever it was that discovered water, it wasn’t a fish?…
Why Focus on the Customer Journey?
As today’s consumers use more channels and more touchpoints to engage with your company, there’s been…
Sabio: Moving towards a better balance between contact centre security and customer effort levels
Last year’s Sabio/Avaya research into the security concerns of some 2,000 UK consumers found that security…
Cloudy outlook is clearing for customer service
Customer expectations driving contact centres to the cloud, but protection of customer data is still a…
Time to stop talking about call centres?
Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’…