Articles

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  Are people the new disruptors in customer experience?

  January 15, 2021 • Articles • 45

  Ernest Hemingway once counselled that it is important to “listen completely” when people talk. Most people, he said, never...

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  Sovran AI: We’re the human voice in the voicebot space

  July 21, 2020 • Articles • 1707

  In April 2020, UKCCF ran a webinar with Sovran AI which looked at ‘The human voice in the complex voicebot space.’....

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  Keeping customers engaged with In-app messaging

  April 21, 2020 • Articles • 2265

  In this piece, Julien Rio, Director of Marketing at RingCentral Engage Digital, talks through five ways in-app messaging offers...

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  How COVID 19 is driving contact centre innovation

  April 6, 2020 • Articles • 701

  Try as we might to plan for the unexpected, it is doubtful that any organisation planned for the epidemic we are all experiencing...

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  Implementing the right chatbot – expert tips for a successful chatbot project

  November 18, 2019 • Articles • 1449

  As the contact centre moves into the digital age, chatbots are fast becoming a regular fixture. The benefits of this solution are...

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  Verizon’s 2019 Payment Security Report shows drop in PCI DSS compliance

  November 18, 2019 • Articles • 775

    Eckoh says achieving and maintaining compliance can be simpler Eckoh (AIM: ECK), the global provider of Secure Payment...

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  The pitfalls of workforce management and how to overcome them

  October 11, 2019 • Articles • 1094

  Workforce management (WFM) is critical to the ecosystem of a call centre, with benefits ranging from reduced costs thanks to...

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  Vonage research reveals IVR horror costs businesses £130 per customer each year

  September 26, 2019 • Articles • 1265

  54 percent of consumers believe that reaching an IVR menu when calling a business makes for a poor customer experience, leading...

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  Bot boss: Who manages your robotic colleagues?

  August 9, 2019 • Articles • 1070

  The future of the managerial hierarchy in the contact centre in an era of advanced technology. When it comes to advanced...

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  PSD2 & SCA: How can we save online sales?

  June 20, 2019 • Articles • 1383

    Will your online sales nosedive when PSD2 and SCA hit home from September 14? The fears are real. But it’s possible...