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Hannah Brewer

What does the contact centre look like in 2016? [Infographic]

Hannah Brewer, 28th April 2016

Defined as the ‘Year of the Customer’, 2016 is projected to be a crucial year for the industry. From seamless mobile CX to self-serve channels, what does the contact centre look like in 2016?

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Hannah Brewer

Single Customer View Cynics vs Believers: Is SCV within reach or a mythical beast?

Hannah Brewer, 13th April 2016

The Single Customer View is the holy grail for most businesses, but do you believe SCV is a realistic objective or is it just a fantasy?

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Thomas Quillfeldt

Conversation management: From frustrating fragmentation to continuous customer contact

Thomas Quillfeldt, 8th April 2016

We talk to William Gray, CEO of Macfarlane, about how conversation management might save the day for contact centres.

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Hannah Brewer

Are you providing the best customer experience? – We ask the experts

Hannah Brewer, 31st March 2016

Does your brand provide the best customer experience to its consumers?

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Hannah Brewer

A customer experience definition – we ask the experts

Hannah Brewer, 17th March 2016

Customer experience is all the buzz. But what does it really mean? We asked the experts to give us a workable definition. This is what they gave us…

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Hannah Brewer

UK outsourcers speak out against Brexit

Hannah Brewer, 14th March 2016

73% of the UK outsourcing industry believes Britain should remain part of a reformed EU according to recent survey

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Thomas Quillfeldt

5 must-have customer service tool features

Thomas Quillfeldt, 9th March 2016

Serving the ever-changing needs of today’s digitally demanding customer isn’t easy. Here’s our pick of 5 must-have customer service tool features that can help.

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Latest Comments

Ieccleston on What are business benefits of a cloud contact centre?
Skype for Business is a big part of this conversation too - a modern contact center center (such as ...
VIRTUATel on Can you hear the people sing? Voice of the Customer strategy in 2016
We would be really grateful if you could mark voice of the customer as a VIRTUATel trade mark.  Tha ...
HenryLiferay on A customer experience definition – we ask the experts
annettefranz callcentrefocus - good article, but always concerned when I hear "buying" as part of a ...
Ieccleston on 5 tips for using Facebook as a customer service tool
Facebook Messenger, in addition, is a rapidly growing platform.  That's why we integrated our <a ...

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