With the increasingly urgent need to make their workforces more productive, technology is often touted as…
Tag: Articles
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,…
Contact Centres Failing to Engage & Retain Customer Service Agents
Contact centres failing to engage and retain young Millennial and GenZ customer service agents • 2nd…
The Rise of the Collaborative Contact Centre
The Rise of the Collaborative Contact Centre – John Finch, AVP Product Marketing, RingCentral Traditional contact…
World Cup Excitement Has Little Impact on Consumer Spending
World Cup excitement has little impact on level of consumer spending, finds new research from Aspect…
Cost vs Capability: Delivering the Highest, Sustainable Quality
Cost vs Capability: delivering the highest, sustainable quality- Reuben Singh, CEO at alldayPA and Isher Capital…
Sitel Predict How World Cup will Impact Customer Service
As brands take their battles for sales, to this year’s World Cup, Sitel, the UK’s leading…
Brits Feel They Cannot Ask Service Providers For Help
More than half (52%) of people feel there is a negative stigma attached to asking for…
Parseq: Smart Cities and the Opportunity for Brands
The concept of the smart city might sound like science fiction. Imagine an urban landscape where…
Plummeting Retail Figures Reflect Need for Better Omnichannel
Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software Fall comes…
Incentives Shape the Future of Bank Contact Centre Culture
How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group Financial service…