Articles

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  Technology Won’t Help Without A Human Face

  September 11, 2017 • Articles • 578

  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 • 257

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

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  The Power Of Proactive In The Public Sector

  September 11, 2017 • Articles • 253

  VoiceSage’s John Duffy discusses the council’s pioneering use of outreach tech in a Citizen Relationship Management context...

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  Enghouse Helps Rural Housing Specialist Achieve 100% All Round

  July 12, 2017 • Articles • 390

  The well-used terms “sustainable” and “affordable” are not just empty words for Hastoe Housing. It prides itself on...

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  A Space Odyssey –The critical challenges facing your expanding contact centre business

  July 12, 2017 • Articles • 387

  Phil Sugden, Portal Group UK’s Sales & Marketing Director, discusses the challenges facing fast-growing contact centre...

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  Creativity on hold

  July 12, 2017 • Articles • 333

  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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  NPS or Customer Effort?

  June 9, 2017 • Articles • 485

  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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  The Five Biggest Contact Centre Issues And How To Deal With Them

  May 30, 2017 • Articles • 670

  Contact centre technology expert John Duffy reviews practical ways of balancing on what he says is the ‘tight rope’ of good...

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  Providing The Public Sector Customer With Choice

  May 30, 2017 • Articles • 505

  VoiceSage’s Matthew Weil looks at the issue raised at a recent UK Contact Centre Forum and VoiceSage joint seminar on channel...

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  If you think speech analytics is too expensive, think again

  May 25, 2017 • Articles • 451

  We are truly in the age of the customer is king. With technology an integral part of our lives, the connected world means that...