Blog

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  Keep calm and de-scope! PCI DSS compliance for contact centres

  September 4, 2018 • Blog • 115

  Keeping your data secure without stifling innovation is possible with a little planning and technology.  Colin Hay at Puzzel met...

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  How intermediaries can own more of the customer relationship

  August 16, 2018 • Blog • 82

  Geoff Land of Infinity CCS looks at how creating more touchpoints with customers can help intermediaries in the energy sector to...

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  Three ways to leverage Workforce Management and drive ROI

  July 11, 2018 • Blog • 152

  When properly utilized, few contact center software platforms can outperform Workforce Management in terms of ROI whilst...

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  The future of the contact centre – genuine omni-channel engagement

  July 10, 2018 • Blog • 143

  We are all familiar with contact centres; they are the places we call when we feel unhappy with, confused or annoyed by a brand,...

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  Delivering an exceptional customer experience through people, process and technology – a three point plan

  June 6, 2018 • Blog, News • 136

  As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service...

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  Three ways to improve how your contact centre recruits

  March 9, 2018 • Blog • 614

  More so than ever before, contact centres are operating in an ultra-competitive hiring landscape. In the labour market five years...

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  New Technologies Find a Voice… And it’s Ours

  February 12, 2018 • Blog • 476

  Imagine being able to navigate your way through life using only your voice. While it may sound futuristic to some, it is reality...

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  A Guide to Workplace Absenteeism

  February 1, 2018 • Blog • 703

  Absenteeism at work is a real issue in the business world. Businesses lose productivity and money due to employee absenteeism....

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  5 ways to be more proactive with social customer care

  December 11, 2017 • Blog • 577

  We recently spoke about some of the key challenges businesses are facing in developing and evolving their social customer...

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  Institute of Customer Service reveals ‘average’ customer service on Black Friday costs retailers £1.9 billion

  December 11, 2017 • Blog • 448

  New research released by the Institute of Customer Service highlights that retailers are potentially missing out on £1.9 billion...