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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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.

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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.

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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.

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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.

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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?

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

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Seven ways to improve customer engagement

Do customers feel as if they're up against an SAS assault course every time they interact with your organisation? Perhaps the really determined ones get through. But what happens to those who never complete their online orders or fail to get their…

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Retailers: Playing a high-risk game with customer trust?

How would you feel if a trusted friend looked after your house for the weekend, only to leave the key under the doormat — and a passing thief ransacked your home? Unfortunately, there's a scenario playing out in the retail world that isn't so…

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Why your website needs Web Chat

The world's retail websites can be divided into two camps those with Web Chat, and those who haven't added it ... yet. So why is now the right time to open up a new channel to your customers?

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Give your IVR its 'rock star comeback' moment

Every so often, a rock band enjoys a massive comeback. They reinvent themselves — and success follows. The same could be true for your IVR ... if you show it some love.

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Five Ways to Boost Your Agent's Productivity in the Contact Centre

Contact centre agents are at the sharp end of soaring customer expectations. When things go wrong, they have to deal with furious callers and email rants.

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Secure Payments Is a Breakthrough Moment for Live Chat

The advance of Live Chat as a customer contact channel seems unstoppable — and now it's just stepped up a gear with news that agents can take secure payments during sessions for the first time.

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Why PCI DSS advice from a QSA is increasingly vital

Achieving PCI compliance standards isn't a 'set and forget' activity like getting a car MoT. Just because you passed in November doesn't mean you're safe in February.

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Where to begin? The essential PCI compliance checklist

Wondering how your organisation can meet PCI compliance and continually outsmart sophisticated fraudsters? If so, our industry-approved checklist and eBook on payment security can help. Get your copy for free.

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Holiday fraud — could it happen to you?

Booked your summer holiday yet? February is one of the busiest months of the year for booking trips. But, despite making every effort to avoid getting scammed, some consumers could still end up falling victim to fraud — in a way they'd least expect.

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Gearing up Your Call Centre for the Next Generation

Millenials or ‘Generation Y’ (those born between 1980 and 2000) will form 75% of the working population by 2025 – yes, that’s less than a decade away.