By 2016, more than one-third of all inbound customer service calls will come from smartphones, according…
Tag: Articles
Interactive Intelligence CEO Shares Cloud Vision in Frost & Sullivan Video Interview
Dr. Donald E. Brown says cloud is poised to significantly re-shape the customer experience Global growth…
The Business Case for Gamification
Increased Productivity – the real reason for introducing gamification to your organisation Gamification sounds like the…
Energy firms fizzle rather than burn bright when it comes to customer service
New research finds ‘mediocre’ utilities industry not doing enough to offset rising prices against consumer expectation…
Poor customer service and price hikes have opened the floodgates for energy companies
Comparison websites see huge spike in disenfranchised customers switching energy suppliers Recent reports released have revealed…
PCI Compliance – Why PCI De-scoping saves you money
Every business or merchant that accepts payment via debit and credit cards has a contractual obligation…
Failure to regulate the contact menaces could leave industry reputation in tatters
Research conducted by debt charity Step Change has revealed that companies continue to harass consumers, despite…
The Role of the Home Agent within the Contact Centre
Sitel is reporting an increased use of the home agent model within the contact centre environment.…
Why you should MOT your contact centre
Dave Ogden, Solutions Consultant at Aspect Software Getting a motor vehicle MOT tested can be an…
Hosted & Cloud – Are they synonyms?
The future is in the cloud, or is it hosted? Are they different concepts or can…
‘Doodling’ could be key to better customer service
On average, we could be spending more than 31 hours of our adult lives on hold…
Ergonomics overrules style on the ‘office runway’
Jabra: If you think your co-workers might look down on you for wearing a headset, think…
5 Best Practices to Deploy in Webchat
Webchat as a communication channel empowers Organisations to deflect service issues, facilitate customer self-service, and handle…
Why your customers should know about PCI DSS
If you were to ask shoppers in the street to name an online payment protection process…