Eliminating the scourge of overtime requires businesses to do more to drive workplace efficiency, says Colin…
Tag: Articles
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…
Is A Human Touch Needed With Contact Centre Automation?
More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making…
Contact Centre Agents – It’s All About The Voice
Contact Centre Agents – It’s All About The Voice according to Samantha Campbell, Customer Services Manager…
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift…
Maintaining a Positive Culture in the Contact Centre
Power to the People! – Maintaining a positive culture in the Contact Centre Magnus Geverts of…
The Future Contact Centre – Face and Voice Recognition
Facing up to the future contact centre – Face and voice recognition – Suzette Bouzane Meadows,…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a…
Consumers Want Blend of Tech & Human in Contact Centres
50% of consumers want blend of technology and human input in retail experience, says Aspect Software…
Great Customer Service in your Contact Centre?
I wonder if anyone knows when the last of the men in brown coats disappeared. Do…
The Importance of Morale in the Contact Centre
The Role of Morale in the Contact Centre – Suzette Bouzane Meadows, Director of Contact at…
Banks Need to Take Lead in Authorised Push Payments Fraud
Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software…