Articles

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  Britain’s secret customer service army: unsupported and undertrained

  May 9, 2017 • Articles • 1269

  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 • 2054

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

  May 9, 2017 • Articles • 1338

  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 • 1315

  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 • 1022

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

• April 13, 2017 • Articles • 1300

  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 • 1408

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

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  Speech analytics for all

  April 10, 2017 • Articles • 3119

  MySpeechAnalytics Limited based within the technology campus of the University of Coventry, today announced the launch of the...

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  Deliver personalised customer experiences every time.

  March 20, 2017 • Articles • 1559

  Build customer loyalty with seamless customer care. Your customers expect to interact with you how, when and where they want....

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  Tone of Voice

  March 20, 2017 • Articles • 1640

  I was talking to a friend about the tone of voice work I do. She looked at me with a puzzled look and asked, ‘but why does...