Emilie Oliveira

Hear from American Express, winners of the Top 50 Best in Medium Contact Centre Category

Emilie Oliveira, 28th November 2014

American Express comes top for the best in medium contact centre category at the Top 50 Companies for Customer Service 2014.
We spoke to Karen Cleaver and Marline Laudan from American Express about how it felt for them and their team to win the Best in Medium Contact Centre category at the Top 50 gala dinner earlier this year.

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Dave Paulding

Contact centre in the cloud – a natural choice

Dave Paulding, 28th November 2014

The benefits of having a contact centre in the cloud. When the concept of cloud was initially introduced in the contact centre setting it was aimed mainly at smaller organisations that were looking for a more cost-effective technology investment.

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Bill Alexander

Staff reward and incentive trends to watch out for in 2015

Bill Alexander, 20th November 2014

With the recent news about the UK unemployment rate falling below 2 million for the first time since the financial crisis, things are looking up.

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Emilie Oliveira

Customer Contact Expo goes green!

Emilie Oliveira, 19th November 2014

Customer Contact Expo, the UK’s largest event for the contact centre and customer service industry, has achieved ISO 20121 accreditation for its high standard of sustainable event management.

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Jack Dutton

Following the three Rs: recruiting, retaining and rewarding

Jack Dutton, 4th November 2014

Keeping your contact centre staff happy couldn’t be more important, Zendesk’s Kris Beveridge told Customer Contact Expo.

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Lara Doyle

Why is compliance such a minefield in the contact centre industry?

Lara Doyle, 31st October 2014

Dick Bourke, Director of Scorebuddy, spoke to us at Customer Contact Expo about some of the reasons organisations are finding compliance so difficult to navigate.

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Adam Bannister

Does cold calling still have a place in today’s business environment?

Adam Bannister, 29th October 2014

Does old-fashioned cold calling still have a place in a world of social media and instant messaging? Unequivocally, yes – according to Sharon How, National Telesales Manager at Barbour ABI.

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very interesting article, I am also looking for examples of performance improvement relating to agen ...
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