PARTNER ANNOUNCEMENT: UKCCF & CONTACT CENTRE MONTHLY

The UKCCF aims to provide a platform for call centre and customer service professionals to meet and share ideas at a local level...
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Find out how storm® helps NHS 111 London provide rapid, cost-efficient, safe Integrated Urgent Care

The storm® team assisted NHS 111 London by helping develop the PRM solution, securely integrating distinct medical and care information systems to automatically decide how best to route interactions....
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Why you need omnichannel customer service

Consumer behavior is evolving, thanks in large part to advancements in technology and innovation that have enabled shoppers to be “connected” 24/7...
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RingCentral supports rapid growth for Optimum Credit

Optimum chose the RingCentral Office® and Contact Centre solution for its company-wide and customer-facing communication platform...
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Can Data Mining Strengthen Your Customer Relationship Management System?

Your process will dictate your next steps towards improving your customer experience. Your strategy needs to include certain tasks which will determine whether your improved customer journey will be a success. ...
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Get More for Less: The Choice Paradox

Too much choice can be overwhelming, and many researchers have delved deeper and gained a clearer understanding on the topic of choice...
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Combine Data Security & Customer Service to Keep Your Customers Sweet

Protecting customer data is a necessity, but this can sometimes impact on the quality of the customer experience, so finding a way to balance the two can be incredibly tough...
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How Texting Can Improve Your Customer Service

The fast nature of texting allows customers to feel their concerns are being processed in real time, by someone who will be able to fully understand the meaning behind their message ...
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How to Make Each Customer Feel Special in a Data-Driven Era

Creating a unified bond between brand and customer is needed across all kinds of businesses, as it will help build a superior customer service system...
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ContactBabel: UK Customer Experience Survey

Survey respondents were asked to state the top three most important factors impacting on customer experience when contacting an organisation...
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How To Improve Your Customer Experience

It has been predicted that by the year 2020, customer experience will be the key brand differentiator...
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Understand the Customer Journey Through Customer Mapping

All of us can claim to understand how our customers feel about our business, but in reality, the majority of us have absolutely no idea! It’s essential that every contact centre...
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May 2018; how are our predictions looking?

In December last year, we commented on how the constant rise of the digital age has forced a vast amount of contact centres to adapt to this societal trend, by integrating...
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Call and Contact Centre Expo; London Debut!

On March 21st and 22nd, the Call & Contact Centre Expo exploded onto the scene with its London debut at the capital’s coveted ExCeL!...
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Let’s talk about UNICORNS...

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Introducing Beyond Co-Listening: Free eBook for Contact Center Quality Management

Poor customer service costs organizations $338.5 billion globally per year in lost business opportunities. If you haven’t invested in a mature call quality monitoring program yet, you can’t afford to wait...
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Q&A with Genesys: Leveraging technology for CX success

Join us for a Q&A with Genesys, as we take a look into CX in 2018...
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Ending payment discrimination

Matthew Bryars, CEO and co-founder at Aeriandi: There is a fine line between data security and customer experience that contact centres have to walk....
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Compliance and customer experience can be a match made in heaven

Matthew Bryars, CEO and co-founder at Aeriandi: The need to meet security and compliance obligations has historically come at the expense of customer experience objectives....
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How CIOs can make 2018 the year of outstanding customer service

Every role is customer facing. Delivering brilliant customer service is no longer a job just for the customer service team...
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Meet the Influencer: Sarah Masotti

Gain insight into Google's customer management, with Customer Change and Transformation Manager Sarah Masotti!...
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Meet the Influencer: Dr Nicola Millard

Nicola Millard heads up Customer Insight & Futures in BT's Global Services Innovation Team. Despite working for a technology company, Nicola isn't a technologist...
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The Philippines has become one of the call-centre capitals of the world, but why is this?

Gain a competitive edge by outsourcing your business processes....
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Start the year right with these top four tips for excellent customer service

Now that 2018 has begun in earnest, it’s crucial to start the year as you mean to go on. If your business operates a contact centre as part of its operations,...
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Contact centres: Five predictions for 2018

The year ahead has been proclaimed the Year of the Dog, according to the Chinese zodiac. So will your contact centre take a leap forward in 2018 or be among those...
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3 technologies that will reduce cost in your contact centre

Contact Centre Managers face a real challenge when trying to reduce cost in their contact centre. ...
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Customer Experience Starts Here

Done right, customer engagement can increase revenue and lifetime value by about 20%. Avaya explains how to enable an exceptional customer experience. ...
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MiFID II: What Do You Need to Know?

If you work in the financial services sector, you’ve likely seen news articles and heard IT, operations and other company managers and executives talking about the impending MiFID II regulation. It’s...
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10 Key Contact Center CX Predictions for Success in 2018

Find out how you can position your contact centre to take best advantage of changes in the customer experience (CX) landscape....
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Medavie Blue Cross Leverages ProcedureFlow to Decrease Escalations to Tier Two by 50%

Trust, privacy and compassion are all qualities that individuals and businesses seek in their insurance provider, and that importance is compounded when it is your health insurance provider. For these reasons,...
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Hospitality conglomerate reduces cross- training time by 90% using ProcedureFlow

As a crisp autumn falls over the east coast of North America, a large hospitality conglomerate is just starting to heat up. The company is busy preparing annual contracts for some...
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Choosing between a cloud based or on premises secure payment solution

Choosing whether cloud-based or on-premises secure payment solutions are best for your business can be challenging. ...
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CREATING A STRONG CALL CENTRE LEARNING ENVIRONMENT

You have assembled a great team of call centre agents with a lot of potentials, but what can you do to create an environment where they can learn, develop and progress? ...
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SUCCESSFULLY LAUNCHING A CALL CENTRE – TOP 10 TIPS

You have assembled a great team of call centre agents with a lot of potentials, but what can you do to create an environment where they can learn, develop and progress? ...
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15 Contact Centre Predictions for 2018 and Beyond

The constant rise of the digital age is forcing a vast amount of contact centres to adapt to this societal trend by integrating new technologies into their organisations in order to...
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Contact Centres 2020: The Future of Contact Centre Solutions

The key trends shaping the future of contact centre technology......
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Artificial Intelligence is a Critical Component

Understanding your customers: It would appear knowledge retention or at least access to knowledge/content is big business as employer-sponsored employee communication platform, Slack continues to grow from strength to strength. But...
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Contact Centres and Cloud Computing Solutions

In the consumer-driven world of customer service, support and contact centres, it becomes increasingly important to stay ahead of the curve and remain at the forefront of innovation. Developing a...
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Why Invest in Sales Leadership?

Historically, there has also been an absence of high quality training focused specifically for sales leaders. Instead, sales managers are often included in regular/generic management training programmes which are...
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3 Fun Ways to Celebrate Sales Wins

What fearless leader doesn't want to be adored by their subordinates? And what teammate doesn't want to feel like the one who hit the game-winning shot? Well, when an individual win...
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7 Tips for Getting the Most out of Your CRM System

Why is it that the benefits of such powerful tools are rarely reaching their full potential? Well, there are a few answers....
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Are you emotionally engaging your customers?

Emotional engagement could take the form of Marketing towards significant life events, poignant relationships, or simply a correlation between the product and emotions that inspire consumers (love, excitement, well-being, etc.) If...
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