Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Tag: Articles
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…
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…
PCI Compliance For Fashion & Retailers
PCI DSS compliance is important for any business but especially for retailers. Your reputation is on…
Everything you need to know about voice biometrics
There has been a lot of hype recently about voice biometrics for the contact centre, but…
Big Data needn’t be as complex or costly as it might appear
Helen Murray, Chief Customer Solutions Officer for leading customer engagement provider, Webhelp UK, argues analysing Big…