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Tag: Articles
Traditional Channels Becoming a last resort for Consumers
Traditional communications channels are becoming a last resort for consumers, says Aspect Software Organisations that adapt…
The Whole Organisation is a Contact Centre
The whole organisation is a customer service centre – not everyone knows it yet! Customer experience…
5 Components of an Emotional Intelligent AI Contact Centre
How can we ensure the success of customer engagements in the contact centre in this rapidly…
CX & Contact Centres: What Will Change in 2019?
In 2018 it was predicted that voice would soon be dead and that the only sounds…
Tackling Customer Service Pain Points Faced by Start-Ups
Tackling the four key customer service pain points faced by fast-growing start-ups – Parham Saebi is…
Digital Transformation Projects Disrupt Customer Experience
Digital transformation projects will continue to disrupt the customer experience in 2019 says Stephen Ball, Senior…
Contact Centre Owner’s Guide to Property Expansion
Cost Certainty – The Contact Centre Business Owner’s Guide to Property Expansion – Phil Sugden, director…
Payment Security and Call Centre Predictions 2019
PCI Pal outlines its 2019 payment security and call centre predictions Looking ahead to 2019, Geoff…
Eliminating Overtime Requires Businesses to Improve Efficiency
Eliminating the scourge of overtime requires businesses to do more to drive workplace efficiency, says Colin…
Discerning Shopping Tastes of Younger Generation
Discerning shopping tastes of younger generation around Black Friday revealed in new research from Aspect Software…
80% of UK Shoppers Will Avoid High Street on Black Friday
80% of UK shoppers will avoid high street stores on Black Friday, Genesys Research finds New…
55% of Contact Centres Expect Lower Live Calls
55% of UK contact centres expect lower live call volumes in 2019 Although live telephony stated…
Removing Consumer Frustration from the Contact Centre Experience
Removing Consumer Frustration from the Contact Centre Experience – Jeremy Payne, International VP Marketing, Enghouse Interactive…
Your Chatbot Still Needs the Human Touch
Your chatbot still needs the human touch in the contact centre according to Matt Dyer, Head…
Recognising Early Signs Before You Burn Out
Recognising the early signs before you’re burned out According to HSE, around 15.4 million working days…
Importance of the Human Touch in Contact Centres
The importance of the human touch in contact centres – Frederic Durand, Diabolocom In an environment…
Channel Shift: Less about Technology More about People
Effective channel shift is less about the technology and more about the people it affects, says…