The recent announcement that Lloyds Bank will close its Warrington contact centre at the beginning of…
Tag: Articles
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…
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…