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…

Talking the customer’s language on social media in the contact centre

Helen Murray, Chief Customer Solutions Officer at Webhelp UK discusses ‘Talking the customer’s language on social…

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;…

Death to the Meeting: You Only Need Two a Year

Several years ago, I visited a Danish company who wanted to iliminate the insane amount of…

Have you got your Christmas game plan on?

Is it too soon to be thinking about your Christmas game plan in your contact centre?…

Aspect urges banks to do more to protect customers

Aspect urges banks to do more to protect customers from silent but deadly mobile banking threats…

Interactive Intelligence reports retail companies that integrate social media will increase significantly

Interactive Intelligence reports that the number of retail companies that will integrate social media in their…

Omission of banking fraud from official crime stats offers a place to hide for villains

This week it was reported by the Office of National Statistics that almost four million cases…

Financial services brands letting down consumers

Study finds financial services brands risk losing customers with call centre experiences – Nine out of…

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