Articles

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  If you think speech analytics is too expensive, think again

  May 25, 2017 • Articles • 726

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

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  The Evolution of the Customer Experience Centre – Part 1

  May 25, 2017 • Articles • 475

  Before we start it’s important we know where we came from . A brief history of Centralised Service Centres is as follows:...

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  Getting personal with GDPR

  May 18, 2017 • Articles • 811

  Most people are unaware of how much personal data is now collected and used. Traditionally, it was collected directly from us,...

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  Britain’s secret customer service army: unsupported and undertrained

  May 9, 2017 • Articles • 603

  For every ‘formal’ contact centre worker in the UK, there are a further six people who have responsibility for dealing with...

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  ​Greg’s 88-Second Customer Service Adventure

  May 9, 2017 • Articles, Top Tip Videos • 1009

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  Case study: How the Caravan and Motorhome Club found the road to successful social customer care

  May 9, 2017 • Articles • 650

  The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners.  The forward-thinking...

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  UK retail customer experience failing to improve with nearly 50% of queries left unanswered

  April 13, 2017 • Articles • 713

  Eptica study finds consumers more likely to get an accurate response on email than Twitter, Facebook or the web Reading, UK, 30...

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  How Management Information Software Can Help Tackle Market Abuse Among Trading Companies

  April 13, 2017 • Articles • 491

  by Kieran Mullins, Business Development Manager Enghouse Interactive   While precise and uniform definitions of market abuse can...

• April 13, 2017 • Articles • 615

  A recent study from Aeriandi of IT decision makers within UK financial services businesses, has revealed a concerning lack of...

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  Will robots replace humans in the contact centre?

  April 10, 2017 • Articles • 702

  Whilst many believe that it is important to maintain a human touch in customer service, there are undoubtedly ways in which...