Articles

• 

  The Power Of Proactive In The Public Sector

  September 11, 2017 • Articles • 1143

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

• 

  Enghouse Helps Rural Housing Specialist Achieve 100% All Round

  July 12, 2017 • Articles • 1319

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

• 

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

  July 12, 2017 • Articles • 1276

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

• 

  Creativity on hold

  July 12, 2017 • Articles • 1216

  We’ve all been in a queue, waiting patiently whilst the agent is “busy helping other customers”. But, “your call is...

• 

  NPS or Customer Effort?

  June 9, 2017 • Articles • 1439

  About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but...

• 

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

  May 30, 2017 • Articles • 1715

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

• 

  Providing The Public Sector Customer With Choice

  May 30, 2017 • Articles • 1548

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

• 

  If you think speech analytics is too expensive, think again

  May 25, 2017 • Articles • 1408

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

• 

  The Evolution of the Customer Experience Centre – Part 1

  May 25, 2017 • Articles • 1063

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

• 

  Getting personal with GDPR

  May 18, 2017 • Articles • 1456

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