Contact centres are changing. That shouldn’t come as a surprise: in recent years we’ve seen huge…
Tag: Articles
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’…
Netcall Survey: 95% of consumers say contact centres fall short on FCR
Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Ensuring a Productive and Happy Contact Centre
According to contact centre analyst ContactBabel, there are 5,675 call centres in the UK employing 1,125,000…
Keeping the contact centre agent morale high at peak times
As we move into the busiest part of the year for many contact centres, keeping staff…
Getting the retail customer journey back on track
Seven essential steps retailers should take to really put Big Data to work by bringing their…
Achieving consistency across multiple channels in your contact centre
Achieving consistency across multiple channels is clearly critical for any contact centre looking to provide a…
Efficiently Manage Inbound Calls to your Contact Centre
Contact centre based businesses often find themselves investing huge sums of money in technology, especially when…
Don’t Let Your Contact Centre Workforce Become The Walking Dead
Warning: Zombies have infected your contact centre workforce. You can’t escape these agents of the undead,…
So what did we learn for this year’s Customer Contact Expo?
A year in the planning, two days in the making, and behold Customer Contact Expo is…
Omni-Channel Service Could Make Fast Food Even Faster
Omni-Channel Service Could Make Fast Food Even Faster-Fast food is something that many of us enjoy;…