Customers spend far more time online than they do talking to you. As such, if you…
Tag: Articles
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…
Keep customer effort to a minimum to reduce complaints
Banks and insurance companies are breaking records for the worst customer service according to new figures…
“Tangled” telco market needs to re-think business model
Market challengers, smaller players, regional and international legislation, and constantly connected consumers, are all coming together…
Lloyds Bank Contact Centre Closure indicates a Positive Industry Trend
The recent announcement that Lloyds Bank will close its Warrington contact centre at the beginning of…
Key Metrics That Really Matter In Your Contact Centre
key metrics – As long as I have been working in the contact centre industry, I…
Returning service operations to the UK? Try cloud-based homeworking
The tide is turning in the outsourcing world. What was once a flood of companies turning…
Why customers might not trust Paym…yet
Customer experience experts welcome easy mobile payments but say banks’ attitude to security may be exposed…
How To Improve Contact Centre Call Quality Monitoring
How can you improve contact centre call quality monitoring without spending all of your time listening…
Why the Cloud changes the game for small contact centres
Why the Cloud changes the game for small contact centres – Jason Roos, Chief Executive Officer,…
Stop treating the back office as an after thought
Back office is critical to successful customer relationships and yet UK businesses are not measuring performance…
Contact Centre Homeworking – Is it time to think again?
Contact Centre Homeworking – Klaas van der Leest, UK Managing Director, Intelecom outlines five reasons why…
What’s Special About The Cloud For Contact Centres?
Considering the cloud for your contact centre technology is far more than selecting whether you want…
The problem with customer service metrics
No matter the sector or business, the word ‘metrics’ always sparks lively debate. This is particularly…
The Rise of the Chief Happiness Officer
Companies are desperately fighting declining productivity all over the world. Until now, cost-cutting, managerial control, and…
Omni-Channel White Paper published by Webhelp UK
Today, companies in the insurance and utilities sectors think they are doing well by offering their…