Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact…
Tag: Articles
Greek tragedy for banks if they ignore Zeus message
Notorious malware strikes again in new strain but banks must put the customer first, says Aspect…
Complaints at an all-time high for utility companies
According to the Energy Ombudsman, customer complaints about energy firms have rocketed to more than 10,000…
Managing work-life balance
Smart phones are more than just phones today. Each of us is carrying a small computer…
Netcall – Raising Contact Centre Efficiency
Generally speaking, efficiency refers to the ability to accomplish a task with the minimum expenditure of…
Why There’s Still a Place for Personal Service in the “Age of Interruption”
Why There’s Still a Place for Personal Service in the “Age of Interruption” by Rupert Adair,…
UK Contact Centre Workers have Right to Request Flexible homeworking
UK contact centres are bracing themselves for a flood of requests from employees wanting to work…
Meet Generation M – Your Future Employees!
The baby boomers are retiring and the Millennial Generation is about to take over. Here are…
The Offshore Vs. Onshore Contact Centre Debate
Onshore Is Still the Winner with Customers according to CallCare! The offshore contact centre industry has…
Ofcom Number Changes cost businesses millions
The introduction of the Consumers Rights Directive will mean that by 13th of June many of…
You can’t control your customers decisions, but your agents can
You can’t control your customers decisions, but your agents can – Stephen Pace, Managing Director, SJS…
Premium rate numbers abolished; will customer calls rise?
With costly calls to premium rate numbers now officially a thing of the past, some businesses…
AOMi – 21st century BPO – better service, leaner margins
AOMi chief executive Richard Jeffery explores how leading-edge operations management capabilities within the back office can…
How to boost revenue through improved customer engagement
How to boost revenue through improved customer engagement explains Richard Farrell, CTO, Netcall “Your call is…
The Beautiful Gamification
Craig Pumfrey, Vice President Marketing EMEA at NICE Systems The football season is finished but with…