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February 7, 2019 •
Articles •
850
Lazy. Entitled. Workshy. Uncommitted. Just a few words that are regularly used to describe an entire generation of workers....
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September 20, 2018 •
Articles •
837
OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice...
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September 11, 2017 •
Articles •
1468
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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September 11, 2017 •
Articles •
694
VoiceSage’s John Duffy discusses how proactive technologies are helping contact centre teams engage with even the most...
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September 11, 2017 •
Articles •
762
VoiceSage’s John Duffy discusses the council’s pioneering use of outreach tech in a Citizen Relationship Management context...
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July 12, 2017 •
Articles •
914
The well-used terms “sustainable” and “affordable” are not just empty words for Hastoe Housing. It prides itself on...
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July 12, 2017 •
Articles •
871
Phil Sugden, Portal Group UK’s Sales & Marketing Director, discusses the challenges facing fast-growing contact centre...
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July 12, 2017 •
Articles •
785
We’ve all been in a queue, waiting patiently whilst the agent is “busy helping other customers”. But, “your call is...
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June 9, 2017 •
Articles •
1028
About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but...
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May 30, 2017 •
Articles •
1254
Contact centre technology expert John Duffy reviews practical ways of balancing on what he says is the ‘tight rope’ of good...
