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?
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.
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?
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…
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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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 ...
Facebook Messenger, in addition, is a rapidly growing platform. That's why we integrated our <a ...