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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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10 (MORE) Ways to Boost the Productivity of Your Sales Team

The better you are at celebrating the successes, the stronger your company culture will be. And at the end of the day, a strong sales culture can accomplish just about anything. ...
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Buying is About Thinking: How to Get Inside a Customer’s Head

For a quick and simple way to get inside a prospect or customer's head and understand their mental processes, try using the Whole Brain® Model, a metaphor for how people tend...
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10 Ways to Boost the Productivity of your Sales Teams

The number one problem most sales reps face is that they spend too much time trying to sell and not enough time trying to educate. Intelligent customer buy products that they...
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Why Your Sales Training Isn’t Making an Impact

Too many sales leaders are wasting time and risking revenue—not to mention doing a disservice to their salespeople and to the customers their organizations serve—because they’re not paying attention to the...
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5 Great Tips for Value-Based Sales Discussions by Ian Hirst, CEO, Greenbank Ltd

We live in an increasingly technologically-enabled world in which buyers can easily compare, contrast and (rightly) distrust product-focused sales pitches. For sales teams who don’t adapt their approach, there are...
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If you’re a Director shouldn’t you be too busy to make cold calls?

Small businesses are the backbone of our economy. They're a chance for individuals to shine and excel at the things they're good at. But that’s the thing; Directors should not...
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How to Increase Motivation without Increasing Salaries

Motivation is the backbone of employee success because people who are engaged in what they do will perform at a much higher level than their peers who are just trying to...
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Sales Objections and How to Tackle Them

Handling sales objections is the key difference between average and successful sales personnel. The more effectively you can handle and resolve sales objections, the more successful your sales career can be. ...
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Disruption in Telesales Technology – SaaS Outbound Platform Autom8 Connect

Time to Rethink Expensive Outbound Dialling Software...
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