Blog

What's trending in the contact centre industry? What should you know about today — to avoid losing customers and to make the most of new opportunities? Our blog provides valuable insights ...

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Customer power: Who's calling the shots now?

Organisations are waking up to a simple truth: They're not in control any more ... the customer rules. So how can companies succeed in this new world?

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PCI DSS: The thrills, perils and costs of DIY compliance

Card payment fraud is rising — and merchants need to safeguard the way they process, store and transmit cardholder data. But should PCI DSS compliance be something you tackle on your own?

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CX problems? It's not you, it's them!

Are customers mysteriously falling out of love with your business — despite your contact centre trying desperately hard to please them? If so, then listen up ... because it's not you, it's them.

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Help! Have aliens taken over my customers?

This year is the 40th anniversary of the classic 1978 sci-fi movie Invasion of the Body Snatchers. And you could be forgiven for half-thinking there's a modern parallel happening in the customer contact arena.

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PCI DSS: What's the cost of doing nothing?

Most of us hate petty rules and red tape, and if there’s no penalty for non-compliance we tend to turn a blind eye. But is PCI DSS something that merchants can ignore — or does neglect come at a devastating price?

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Customer experience: What's holding us back?

Is your contact centre delivering a better customer experience than your competitors? If not, then what's the best way to transform your fortunes with a single approach?

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Contact centres: The shape of our industry in 2018

It's often difficult to get a true picture of what's happening within the contact centre world. The media tends to focus on data security breaches and customer service meltdowns, while trade shows reflect what vendors would like us to believe —…

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Back to the future with shopping catalogues

Shopping catalogues have an illustrious past. But today's catalogue businesses could learn a lot from their early forerunners — because they knew exactly how to delight radically different groups of customers, all at the same time.

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Travel agents - how to turn a PCI DSS headache to your advantage

While some travel agents will be dreading the arrival of new card payment rules in March, others will be looking forward to a business boost. So why all the smiles?

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How to combat customer rage on social media

Do you often feel powerless against customers who rant about your brand on social media? If so, then it's time for your contact centre to fight back.

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Break free from the contact centre support trap

Is worsening vendor support for your contact centre systems being used to pressure you into upgrading? If so, there's an easy way out — and it could save you a fortune.

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Unified agent desktops: Five revealing questions to ask

A unified desktop for agents is essential if you want your contact centre to maximise efficiency and drive up sales. But which desktop solution leads the pack? It's time to ask difficult questions.

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Making friends with Chatbots

It's suggested that we make friends with Chatbots because they never sleep. What else could they help you with?

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Travel agents: How to book your PCI DSS journey the easy way

Travel agents are being forced to embark on a vital journey — to PCI DSS compliance. But the question is: Do you want a first-class experience or a risky, white-knuckle ride?

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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 whimpering in the background? Here are five ways to tell...

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Travel agents: Why card payment rules could leave you out in the cold

A winter wind is howling through the travel industry — at exactly the time when travel agents want to be cashing in on summer bookings. So why the big chill?