Omni-channel customer experience best practices [eBook]
Sponsored content, 19th May 2016
This eBook explains 6 best practices for a seamless omni-channel customer experience.
Customer service metrics: Gold-plated KPIs or vanity fluff
Hannah Brewer, 16th May 2016
With hundreds of different metrics available, we shortlist the KPIs that will help you to make smarter decisions
7 top call centre metrics for customer service
Brad Cleveland, 9th May 2016
With hundreds of different metrics available to measure customer service, it can be hard to know what metrics matter. Here are the top seven metrics all call centres need.
Improve your customer satisfaction with better call management
Call Centre, 6th May 2016
The customer of today expects a level of customer satisfaction like never before. So, how can you meet this criteria through better call management?
Why customers choose contact centres over digital platforms [Infographic]
Hannah Brewer, 3rd May 2016
Digital has not only revolutionised the customer journey but also the way companies communicate with its consumers. However, why are contact centres still so popular for customers and marketers alike in 2016?
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?
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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I'll add Clarity Connect as an <a href="http://connect.claritycon.com">example of an omni-chan ...
Skype for Business is a big part of this conversation too - a modern contact center center (such as ...
We would be really grateful if you could mark voice of the customer as a VIRTUATel trade mark. Tha ...
annettefranz callcentrefocus - good article, but always concerned when I hear "buying" as part of a ...