More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making…
Tag: Articles
Contact Centre Agents – It’s All About The Voice
Contact Centre Agents – It’s All About The Voice according to Samantha Campbell, Customer Services Manager…
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift…
Maintaining a Positive Culture in the Contact Centre
Power to the People! – Maintaining a positive culture in the Contact Centre Magnus Geverts of…
The Future Contact Centre – Face and Voice Recognition
Facing up to the future contact centre – Face and voice recognition – Suzette Bouzane Meadows,…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a…
Consumers Want Blend of Tech & Human in Contact Centres
50% of consumers want blend of technology and human input in retail experience, says Aspect Software…
Great Customer Service in your Contact Centre?
I wonder if anyone knows when the last of the men in brown coats disappeared. Do…
The Importance of Morale in the Contact Centre
The Role of Morale in the Contact Centre – Suzette Bouzane Meadows, Director of Contact at…
Banks Need to Take Lead in Authorised Push Payments Fraud
Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software…
Can Voice Analytics Stem the Customer Satisfaction Skid?
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered…
Risks of Outdated Contact Centre Infrastructure
Overcome the Risks of an Outdated Contact Centre Infrastructure Whether it’s a sagging, worn-out sofa or…
Avoidable Customer Churn Costs UK Businesses £25b
Electricity, insurance, gas and broadband suppliers top the CallMiner Index Empathy in call centres is key…
How Internet of Things Will Change the Contact Centre
What is the Internet of Things (IoT)? In simple terms, IoT refers to connected devices that…
What Companies Forget When Fighting Cyberattacks
Never underestimate the ingenuity and effort that burglars will put into their work. If a team…
What Comes first? Happy Customers or Happy Employees?
What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at…
IFS Customer Engagement: Avoiding Artificial Intelligence Adoption Mistakes
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps, and the convergence…
SVL: The Case for Speech Analytics in the SME
Over the last 5 years, advances in technology and the move to the Cloud has made…