Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered…
Tag: Articles
Risks of Outdated Contact Centre Infrastructure
Overcome the Risks of an Outdated Contact Centre Infrastructure Whether it’s a sagging, worn-out sofa or…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…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as…
Lack of Clarity Hampers Strong Customer Authentication
Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says…
Gig Economy on the Rise: What’s the effect on Agents?
Gig economy on the rise: customer service agents show strong interest working as on-demand agents •…
Traditional Wireless Technology is a Waste of Space
When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s…
What customers want (What they really really want….)
Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to…
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers…
Contact Centre Confusion Over Ofcom Outbound Regulations
There are estimated to be 6,200* contact centres in the UK, with perhaps a quarter of…
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent…
The future of the Contact Centre – Genuine Omni-Channel
The future of the contact centre – genuine omni-channel engagement Joe Rabah, Managing Director for EMEA,…
Optimising Workforce is being open to the Power of Cloud
Optimising the workforce is about being open to the power of cloud technology, says Stephen Ball,…