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Kieran Proverbs

Are contact centres ready to take advantage of the Budget?

Kieran Proverbs, 27th March 2015

With the Parliamentary Elections gathering pace in the UK, last week’s Chancellor’s 2015 Budget had some good news for the contact centre industry that may have gone unnoticed.

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Naomi Bull

Discovering the benefits of benchmarking workshop

Naomi Bull, 23rd March 2015

Discovering the benefits of benchmarking workshop

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Jonathan Eungblut

European Contact Centre & Customer Service Awards (ECCCSA) 2015 Twitter Judging Q&A

Jonathan Eungblut, 20th March 2015

With the ECCCSA 2015 finalists announced and the judging stage just around the corner, on 13th March the team decided to take to Twitter for a Judging Q&A session

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Julian Sammells

Where is UK customer service failing? – and what can be done about it

Julian Sammells, 20th March 2015

Delivering excellent customer experience is vital if you are going to win and retain customers and grow revenues, whatever industry sector you are in. But while customers are getting more demanding, the recent Eptica annual customer experience study shows UK brands are failing to improve service levels.

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Call Centre

7 keys to a rock star customer experience [action guide]

Call Centre, 18th March 2015

This free-to-download report shows you how you can make your digital self-service experience more like the stairway to heaven and less like the highway to hell.

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Curtis Nash

How can you cope with new PCI DSS 3.0 requirements?

Curtis Nash, 13th March 2015

Curtis Nash, CEO of Cognia, a provider of cloud-based PCI compliance payment processing solutions, looks at how contact centres can cost-effectively meet the more stringent requirements of PCI DSS 3.0.

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Paul Miller

How important is maintaining your brand identity when outsourcing your contact centre?

Paul Miller, 13th March 2015

There is one reservation that all companies have when contemplating outsourcing and that’s how will any outsourcing company communicate its brand values to consumers? Paul Miller, head of contact centre at PCMS how companies can overcome its concerns.

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