The Foundational Pillars of Omni-Channel Success

Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently.…

Minimise Customer Effort & Maximise Customer Satisfaction

Making life easier for customers is the first step towards brand loyalty and business success. Magnus…

We’re in danger of losing our softer side of customer service

 What is your favourite way to communicate? Email, WhatsApp, Snapchat, Twitter? Whichever it is, it’s increasingly…

SVL Business: PULL OVER – We’re the Real-time Police!

I started my career in resource planning, not quite at the time when you had to…

Guidance for Contact Centres Still Struggling with GDPR

Semafone has created a guide specifically for contact centres to help them comply with the EU…

Contact Centre Confusion Over Ofcom Outbound Regulations

There are estimated to be 6,200* contact centres in the UK, with perhaps a quarter of…

eBook: 7 Challenges Contact Centres Face Today

An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers…

Why Agent Engagement Hinges on Tool Effectiveness

If organisations want to deliver a great customer experience, it’s important to create a great agent…

Managing Legacy Data – Avoiding a Toxic Shock

GDPR has led to many issues around the storage of data. SVL Director, Peter Gough, discusses…

Record number of Entries to ECCCSA Awards

Record number of ECCCSA entries as industry looks to recognise brilliance A record number of nominations…

Whitepaper: Designing and Delivering Customer Journeys

It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction…

How to Integrate Chatbots into the Customer Journey

How to integrate Chatbots into the customer journey – 3 Tips for Success The desire to…

Disconnected Systems are Destroying Customer Experience

When asked, most executives would indicate that one of their strategic priorities is to deliver an…

How to Use Assistive AI to Improve Call Centre Experience

How to Use Assistive AI to Improve the Call Centre Experience – Ian Firth, VP of…

Vodafone & Webhelp Refurbished Contact Centre

Vodafone UK and Webhelp celebrate £1m refurbishment of Kilmarnock contact centre Vodafone UK and customer experience…

Last Day To Enter The ECCCSA Awards 2018

Last day to enter the European Contact Centre & Customer Service Awards 2018 Did you know…

Apprentice to Troubleshooter for Banking Giants & Local Council

Spark of Genius – “From Apprentice to troubleshooter for banking giants and his local council.” Ewan…

The Future is Bright for NPS in your Contact Centre

A brand like Which? comes with incredible integrity and high customer expectations. The Challenge Being part…

Three Ways to Leverage Workforce Management & Drive ROI

When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI…

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