Articles

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

  November 18, 2019 • Articles • 1046

  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 • 361

    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 • 702

  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 • 777

  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 • 642

  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 • 960

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

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  Digital transformation in the contact centre – Is there a millennial skill gap?

  February 7, 2019 • Articles • 2310

  Lazy. Entitled. Workshy. Uncommitted. Just a few words that are regularly used to describe an entire generation of workers....

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  Natural Language IVR

  September 20, 2018 • Articles • 1476

  OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice...

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  Technology Won’t Help Without A Human Face

  September 11, 2017 • Articles • 1998

  VoiceSage’s John Duffy points out that while proactive technologies are great enablers, it’s the human touch that will always...

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  Addressing And Delivering Value Around Customer Reality

  September 11, 2017 • Articles • 1139

  VoiceSage’s John Duffy discusses how proactive technologies are helping contact centre teams engage with even the most...