Stephen Jacobs

The Biggest challenge facing contact centres today – conversation

Stephen Jacobs, 27th February 2015

I wanted to share what I believe is the biggest challenge facing contact centres today – not talking about communicating.

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Richard Knox

Want to know why your customers aren’t “engaging” enough?

Richard Knox, 26th February 2015

I recently found that when I was signing up for my new bundle of TV/fixed line services and sorting out my daughter’s new mobile, there was certainly no shortage of love and support. When I called the sales line, I got straight through and as I browsed the latest mobiles, catching the sales assistant’s eye in the store was easy. Of course, with an increasingly competitive Telecoms marketplace and higher value multi-play customers, it makes sense to show that you care.

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Les Blacker

Coach your team to succeed with interaction analytics

Les Blacker, 19th February 2015

Effective and results-oriented training is mission-critical to the success of any contact centre operation. A focused training and coaching regime when delivered on time, targeting pain points in service delivery can make all the difference between good and exceptional customer experience.

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Mark Williamson

Brits prepared to play the waiting game

Mark Williamson, 19th February 2015

Although waiting on hold during calls to businesses is often seen as a major consumer bugbear, recent research suggests we’re actually happy to wait for a satisfactory answer to our queries.

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Matt Hooper

Breach, brand and 5 things we know about PCI for 2015

Matt Hooper, 13th February 2015

PCI compliance has long been seen by many as a ‘tick in the box’ exercise, that hasn’t figured high on the information security stack hot list. But that does now seem to be changing.

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Bibi Bajwa

Do we have our heads in the cloud?

Bibi Bajwa, 12th February 2015

We’re barely into the New Year but you’ve probably already read a few articles claiming that 2015 will be the year of the cloud. You might even have read similar articles last year, or the year before that.

So what’s the reality? Is the cloud really the answer to every contact centre operator’s dreams, or just a new way of doing the same old things? Is the cloud still to find its “killer app”?

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Paul White

Four key steps to getting mobile customer service right

Paul White, 6th February 2015

With more and more people using their mobiles as their primary telephone, it’s imperative that customer service providers re-evaluate their channel offerings and start optimising customer contact for mobile access.

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