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 ...

#

Why what you say matters in contact centres

Like so many things, the more we learn and evolve the more aspects emerge that reveal potentially dangerous or risky activities.

#

Need to escape - from a 'forced' contact centre upgrade?

"You can take it or leave it!" Ever had that said to you? Maybe the last time it happened was after you complained about a terrible meal at a charmless restaurant? But have you ever heard it from your contact centre technology vendor?

#

Seven global trends are combining to whip up a perfect security storm

Why take secure payments more seriously today? After all, people have been paying for products using credit and debit cards for decades.

#

Chatbots: Are you with us or against us?

What's yours called Siri, Alexa or something else? Soon, most businesses will have a chatbot, whirring away alongside human contact centre agents. In fact, all the tech you need is now within easy reach.

#

Who can you really trust with your contact centre tech?

Trust is a rare commodity in these days of 'fake news', dodgy diesel emissions and less-than-honest social media profiles. But trust is essential for business ... especially when it relates to the smooth-running of your contact centre systems.

#

Top 10 facts about PCI Compliance that you need to know

What do you need to prove you can handle card payments securely — a black belt, a Michelin star, an OBE or maybe even the Nobel prize for security? The correct answer is PCI DSS. But what does this security standard really mean?

#

Will crossing my fingers prevent CNP fraud?

What's stopping card-not-present (CNP) fraud from breaking out in your contact centre? Are you wearing a magical ring of invincibility, sporting those lucky socks or crossing your fingers? If you want real protection, then read on.

#

Why finance & banking face a new Wild West

It's almost exactly 100 years since the last stagecoach robbery. Ever since, banks and thieves have been locked in a battle of wits. But today's tussles are being fought in a new Wild West — and the criminals often appear to be winning.

#

Is your IVR ready to leave home?

There's a time when most youngsters yearn to spread their wings. Others need a gentle push. But is now the right moment for your IVR to leave home — and flourish in a hosted space of its own?

#

Five ways retailers are using technology for customer engagement

With consumers driving channel choice you can’t afford to ignore any means of engagement but, at the same time, you’ve got to keep their data secure.

#

Seven reasons why customer service and secure payments are vital for energy suppliers

Despite recent headlines over price increases and supposed consumer apathy, energy suppliers continue to install meters at quite a pace.

#

Is it time your IVR grew up?

Is your IVR still in short trousers when all its peers act like adults? It's painful to be told your IVR system needs to grow up. But it's possible to intervene swiftly and propel your IVR into adulthood ... much to the relief of customers.

#

Are you delivering great leisure experiences, but poor customer journeys?

Considering that the hospitality, leisure and travel sector is all about seamless journeys and great, relaxing experiences how come providers in this sector are anything but.

#

Is the customer right?

In the retail world, it's always tricky to second-guess what customers want and it's impossible to please everyone, all the time.

#

What happens when your IVR spits the dummy?

We've all watched on in horror ... as an out-of-control child creates havoc at a shopping centre, restaurant or wedding. But imagine if something similar is happening with your IVR? Will anyone intervene to make it stop?

#

Are You Sending Your Agents into a Gunfight Armed with a Penknife?