If the financial sector is to fight fraud attacks, contact centres must adapt their security methods…
Tag: Articles
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…
Contact Centre Agents Are Dissatisfied With Their Roles
Too many contact centre agents are dissatisfied with their roles….here’s why that’s important, and what you…
Over One Million Jobs At Risk From Contact Centre Crisis
Over One Million Jobs At Risk From Contact Centre Crisis – Smaller UK contact centres need…
Echo-U Outlines Its 2018 Contact Centre Predictions
THE customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic…
Why We Can’t Escape Noise – and Why That’s a Good Thing
Why We Can’t Escape Noise – and Why That’s a Good Thing: Jabra – Holger Reisinger…
5 old Contact Centre Habits to Consign to History
Out with the old, in with the new – 5 old Contact Centre Habits to consign…
Change and adapt! It’s only natural
Change and adapt! It’s only natural. Steve Shellabear of dancing lion explains What do Bear Grylls…
Retail Shopping in the UK – Communication Channels of Preference
Following a research survey conducted by YouGov, statistics show the most recent in communication channel preferences…
Customer Experience – Getting the Two-Way Connection Right
Customer Experience – getting the two-way connection right By Fabrice Martin, SVP, Marketing and Product Management…
Raising the status of outbound dialling in contact centres
Outbound dialling sometimes has a dubious reputation but used properly, is a powerful outreach tool. The…
The Loyalty Ladder – Give Customer What They Want!
The loyalty ladder – To keep your customers, give them what they want (what they really,…