Contact centres failing to engage and retain young Millennial and GenZ customer service agents • 2nd…
Tag: Articles
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…
Customers Try to Resolve Issues Online Before Contacting a Contact Centre
Retail Report: 80% of Retail Customers First Try to Resolve Their Issue Online Before Contacting a…
Build Emotional Engagement with your Customers
Company success, now more than ever, hinges around how a company deals with its customers. But…
A Military Mindset Can Drive Contact Centre Success
“Collaboration is the Key” – How a Military Mindset Can Drive Communications and Contact Centre Success…
Contact Centres Must Adapt Their Security Methods
If the financial sector is to fight fraud attacks, contact centres must adapt their security methods…
dancing lion: Join the Customer Centric Culture Club!
All of us business people want to be different, don’t we? It’s the case we’re constantly…
Alternatives To Phone Essential for Customer Engagement
Alternatives to phone are essential for successful customer engagement, says research from Aspect Software AI, chatbots…
The Value of Voice Is Still Important In The Contact Centre
VoiceSage’s Gregg Kilkenny looks at why we as humans still connect with voice, making outbound voice…
Severn Trent Strike Gold at UK Complaints Handling Awards
Severn Trent has been recognised for its great customer service by being handed the ‘Best Utility’…
Invest In Training for Success in Your Contact Centre
What’s your contact centre’s competitive advantage? How would you define what makes your contact centre uniquely…
Think Before you Replace Your Contact Centre Legacy Systems
Before you rip up and replace your legacy systems: Can you achieve your CX goals with…