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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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?

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Is contact centre conflict sabotaging your profitability?

Is your contact centre hiding a dark secret: Important systems are simply refusing to share the same desktop? If so, then your agents, customers and sales will pay a heavy price.

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Is your contact centre the panto villain?

Is your contact centre more of an Ugly Sister than a potential princess? If so, take action — before you hear the boos coming from customers.

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Agent desktops: How to have your cake and eat it

The iPhone X has arrived — 10 years since Apple launched its first iconic handset. Today, contact centres should learn a simple truth from the device's runaway success: It's possible to have your cake and eat it.

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Not yet convinced about PCI DSS compliance?

Recent survey commissioned by Eckoh and carried out by Contact Babel reveals some very interesting evidence that not all contact centres are complying with the PCI DSS.

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Chatbots - what’s there to be scared of?

Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.

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Who's planning to spoil your contact centre upgrade party?

New call centre technology on the way? If so, then what might stop you from capitalising on all the benefits? You may be surprised at what's worrying senior executives.