Many consumers don’t communicate with their banks, because they don’t feel they are being heard. Meanwhile,…
Tag: Articles
3 Ways to Turn Contact Centre Speech Analytics in to Action
Turning analytics into action is probably high on the list of both the VP of Customer…
Ingredients Of Every Successful Contact Centre Recruitment Process
Often contact centres can be guilty of over engineering their recruitment processes and forgetting that this…
Wearable Tech: Will It Change The Way Contact Centres Do Things?
Now that we have innumerable methods of communicating with the people around us, most of which…
Best Practices in Modern Contact Centres
Customer Interactions Best Practices – Best Practices in Enhancing Customer Interactions in Modern Contact Centres The…
Offer customers an affordability review on their secured loans and credit cards
Small window of opportunity for banks to prevent future defaults and millions in servicing debt collection,…
Consolidation and Language Capability in a Contact Centre
David Turner, CEO of leading customer experience provider, Webhelp UK, argues consolidation is the necessary first…
New channels are changing customer service
Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact…
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…