Contact Centre Homeworking – Klaas van der Leest, UK Managing Director, Intelecom outlines five reasons why…
Tag: Articles
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…
Getting Web Customer Service right
The old saying that the website is your organisation’s shop front has never been truer –…
Dramatic rise in new ways of banking is a giant leap for consumer security
Unobtrusive, more covert tech will make it easier for consumers to do business with banks with…
Accent launches new national repairs contact centre
Accent Group has today launched its new national repairs contact centre – From today, residents reporting…
PCI Compliance: Save Money by De-Scoping with Tokenisation
Tokenisation is a process of replacing sensitive card data with a sequence of numbers that, when…
InFocus: Synthetix’s Managing Director Peter McKean
In the surroundings of their new plush Corporate HQ just outside Stansted, Essex contact-centres met up…
North Lincolnshire Council installs Sinclair Voicenet Recording Solution
North Lincolnshire Council has awarded Sinclair Voicenet a major contract to supply and install a new…
Costs, complaints & customer satisfaction are driving jobs re-shoring trend
Businesses following contact centre trend to improve customer service and bring key processes back to the…
Customer Service – Survey Reveals is Top Goal for Travel Industry
Customer Service – Over 80% of respondents cited customer service and staff productivity as primary business…
Ten top tips for managing sickness absence – Sage
A survey conducted last year by the Chartered Institute of Personnel and Development found that absence…
Web chat: Why it’s becoming the customer channel of choice
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how…
Getting it right first time just became more important than ever
First Call Resolution has always been a bit of a mantra in the customer service industry.…
RIP Average Handle Time says Enghouse
Historically, many contact centres have prioritised reducing average handle times. In the past, the metric has…