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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Alarm Bells over Insurance Contact Centres and CNP

Imagine getting a burglar alarm fitted to your home. The company does a great job and you feel really secure. But then you overhear the fitters yelling your alarm's entry code to each other, across the crowded street outside.

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What to do — if your IVR behaves badly?

As many parents will know, it's a painful experience when the headteacher calls to explain that your child has misbehaved. The story unfolds and you react with surprise, then horror, then embarrassment.

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Hanging on the IVR: From Call Centre to Stall Centre

When Bell Labs created the blueprint for an Interactive Voice Recognition (IVR) system in 1962, little did they know that this invention would go on to cause such misery for millions of people.

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Multi-Channel or Multi-Flannel?

There’s been a lot of coverage in the customer service and contact centre media around companies being urged to ramp up multi-channel and omni-channel service for customers.

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What’s next for Contact Centre Solutions?

The leaders of evolutionary customer service, are successful because they deliver a stress-free, personalised customer experience. But there are still many organisations that are focusing on an “inside-out” approach.

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Best practices for a modern IVR system

As internet-enabled technologies rapidly evolve and increase in popularity, it is commonly thought that customers resolve their issues by using these platforms.

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The Journey of Speech Recognition IVR

In the last 15 years, technology has advanced rapidly, delivering everyday electronics we take for granted including smartphones, consumer Satellite-Navigation systems and Apple’s iPod.

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Living in a omni-channel world

It started with a text…This morning I received a text from my bank advising me of my latest balance. I wanted to query a payment and so went onto the smartphone app.

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Six Myths of PCI DSS Compliance

A lot has been written about PCI DSS compliance in recent years. With the recent heightened attention on merchants’ payment systems, there still seems to be a large degree of confusion around.

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10 Years of PCI DSS: What Has it Really Achieved?

Can you remember what you were doing a decade ago? A lot can happen in 10 years.

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Smart Meters - Big Brother in a Good Way

The drive to install smart meter technology across the UK was big news a couple of years ago, with its connections to the Internet of Things, intelligent fridges, and even fears that your energy suppliers might want to sell data on when you do your…

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Are your callers trapped inside the IVR that time forgot?

Businesses get excited about rebrands, unveiling new websites, publishing ultra-elegant apps and attracting big followings on their social media channels.

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Fine Tuning Your IVR Can Win You Customers

If you’re looking for new ways to improve customer service, then why don’t you look at refining your old ways? The phone channel is still a hugely important channel.

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Five dangerous misconceptions of telephone payments

UK consumers have little understanding of the complexities surrounding the security of their personal data. They often fall prey to myths that could put them at risk, and expose their valuable data to hackers and criminals.

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Why do Consumers Take Risks With Phone Payments?

Sitting on a hot crowded train from London at the end of a working day tends to put people into a rather lethargic mood. The only thing breaking the silence of passengers reading or tapping away on laptops is often someone speaking on the phone.

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GDPR and secure payments: What if we Brexit?

For the past few months we’ve heard a lot about how the General Data Protection Regulations (GDPR) are going to harmonise the current data protection laws in place across the EU member states.