The old saying that the website is your organisation’s shop front has never been truer –…
Tag: Articles
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…
Unlocking the benefits of voice biometrics
How contact centres can improve security while reducing customer frustration and cutting time agents spend on…
Contact Centre MOTs set to expire as only half do annual checks
Customer service roadside breakdowns imminent as half fail to perform regular audits Dave Ogden, Account Executive…
Crawley Borough Council’s Contact Centre celebrates 10th Birthday
Originally set up to provide a single point of contact the service continues to deal with…
What are the top five challenges contact centre managers face in 2014?
Sonia Rabone – Marketing Manager at Magnetic North Software Ltd It’s the beginning of a New…