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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Data breach bombshell: Report reveals all

A new study into the impact of a data breach makes explosive reading — especially when you discover the true cost of losing customer trust. However, with the right solutions, organisations can diffuse the problem safely.

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Combatting fraud in the contact centre – top tips

CNP crime is still predicted to rise continuously so it's important not to get complacent as there are still traps that criminals are just waiting to exploit.

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How to tame the Social Media monster

Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel - rather than letting it spin out of control? Now it's possible.

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Good news - great CX without the disruption

The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact centre infrastructure feels dated and you’re worried how you’re going to achieve that…

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Save your customers from 'agent lucky dip' nightmare.

When customers call your contact centre, is it a lottery whether they get the right answers? With one significant change, it's possible to make sure every customer gets exactly what they need and fast.

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Chatbots – is it love at first click?

Love them or hate them, Chatbots are now being taken deadly seriously. They can boost customer loyalty and save a fortune for enterprises if contact centres use them in the right way.

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Customer power: Threat or opportunity?

Are you finding today's customers more demanding, volatile and ready to flex their muscles? If so, then a new e-Guide will help your contact centre to engage with them not as enemies but as allies.

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Self-Service: So what's in it for me?

Customer engagement can be delicate at the best of times, so why risk throwing a whole bunch of new Self-Service tools into the mix? The answer is easy because everyone wins when you get it right.

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How to thrive in travel & hospitality boom

Travel and hospitality is a booming sector world-wide. But how can existing players compete successfully against waves of agile start-ups, eager to plunder their market share?

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Web Chat: What else delivers nearly x20 payback?

When it comes to return on investment, the figures for Web chat are worth shouting about: For every pound you spend, you could earn close to 20. The proof is out there.

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Self-Service: Why we've hit the sweet spot ... right now

It's easy to dismiss bold new ideas as passing fads. But when they lead to increased sales, greater customer satisfaction and reduced costs, they can't be ignored. And in the contact centre arena, Self-Service tools are doing just that.

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Why Web Chat agents are super-heroes

When customers are about to abandon your website and hate the idea of calling your contact centre, then it's time to throw them a lifeline. Overwhelming research suggests that Web Chat is a powerful way to save sales and delight customers.

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Self-Service - what's your emotional response?

The words 'self service' can trigger a range of emotional responses ... fear, cynicism, wonder and maybe even bewilderment. So what's the right reaction when it comes to Self-Service for customer engagement?

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PCI DSS: What's the cost of DIY compliance vs de-scoping?

Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you’re making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?

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Customers – what do they look like?

What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get…

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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?