Articles

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

  February 7, 2019 • Articles • 2879

  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 • 1932

  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 • 2396

  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 • 1479

  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 • 1470

  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 • 1621

  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 • 1663

  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 • 1563

  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 • 1791

  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 • 2095

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