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Your Boss Tells Gartner They Want To Invest In Customer Experience

By |February 25th, 2016|Blog|

Gartner’s recent paper, “Predicts 2016: Business Transformation and Process Management Bridge the Strategy-to-Execution-Gap”[1], makes for fascinating reading. Whilst the paper is primarily targeted at CIOs and their team, if companies adopt its strategies, the implications will be far reaching for all areas of the business, including the contact centre. A strategic planning assumption in this [...]

3 Ways to Balance Contact Centres’ Cost KPIs with Customer Experience

By |February 11th, 2016|Blog|

Maybe a few people will remember the early call centres in the UK in the mid 1960s – the Birmingham Press and Mail[1] is thought to be the first established. They were set up to reduce operational costs by centralising handling for individual communications. Today contact centres are still the centralised handling point for all individual [...]

Are Millennials Driving Your Contact Centre Customer Service Policy?

By |January 28th, 2016|Blog|

Go where your customers are, a phrase we hear time and time again, repeated by many marketing and sales professionals. And they have a point. With 3 billion internet users having over 2 billion active social media accounts why are only 3% of businesses communicating via social media?[1] Companies can utilise the growth of communication platforms [...]

3 Reasons Why You Want To Start Your Contact Centre Agent Training Now

By |January 12th, 2016|Blog|

CFO asks CEO: What happens if we spend money training our people and then they leave? CEO: What happens if we don't and they stay? This is an age-old problem that every company struggles with, it is a question that strikes at the heart of an organisation and in the creation of a companies’ culture. [...]