Blog

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  How to Improve Customer Satisfaction with Self-Service

  November 13, 2018 • Blog • 78

  There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly...

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  What is Digital Transformation?

  November 13, 2018 • Blog • 90

  We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can...

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  Should your Contact Centre join the Cloud?

  November 13, 2018 • Blog • 98

  In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient,...

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

  September 4, 2018 • Blog • 245

  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 • 226

  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 • 262

  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 • 232

  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 • 220

  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 • 752

  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 • 579

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