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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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?

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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?