There is endless data that supports claims of how technology is shifting how we interact with each other and with the information we gather, but…
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Customer experience management has traditionally been about customers being able to rate a business based on their interaction, or a business gathering information to better…
Cloud-based contact centres have massively increased in popularity over the past 8-10 years. Figures suggest that 41% of contact centres have already migrated to the…
Customer experience management is not a trend. It also is not something that only affects those in customer service or in a call centre. Customer…
Image source: iStock With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated…
Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But…
Image source: Avanade.com Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are…
Streamlined systems, self-service options, real-time communication and measured results define the contact centre of the future. We all know the theory: consumers are changing the…
(published via Memeburn) Fear-mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement…
Anybody who has ever had to phone a call centre knows the frustration of listening to numerous menu options before eventually being able to speak…
