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…

Ready to Make Friends with Contact Centre Chatbots?

Making friends with Contact Centre Chatbots – It’s suggested that we make friends with Chatbots because…

Companies Reminded of Fragile Consumer Trust Ahead of GDPR

Companies reminded of fragile consumer trust ahead of GDPR introduction warns Baringa Partners The majority (64%)…

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,…

Could UC Unite Your Contact Centre Workforce?

Strengthen your Team and your Business with Unified Communications’ By Todd Carothers SVP at CounterPath In…

Challenging year ahead, customer experience is key

A challenging year ahead for UK brands, customer experience will be key Graham Stein, managing director…

Recruiting Contact Centre Managers – Within or Externally?

Recruiting and training managers – Do you promote from within or recruit externally? Steve Shellabear from…

Listen! This is also Augmented Reality

By Listen! This is also Augmented Reality  – Holger Reisinger – Jabra Overshadowed by all the…

The Challenge of Brexit? More Like An Opportunity!

The challenge of Brexit? More like an opportunity! Steve Shellabear of Dancing Lion Have you ever…

The Death of Voice Won’t Happen Anytime Soon

Omnichannel communication; Why the death of voice calling won’t happen anytime soon – Ashish Koul, President…

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