With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options to ensure both PCI DSS compliance and the best possible customer experience… Continue reading New customer payment options take the headache out of PCI DSS compliance for Contact Centres →

Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out … Continue reading Saving Christmas from the Contact Centre of Doom →

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru… Continue reading The insider’s guide to WFM →

Process expert Will Davenport explains why firms need to achieve automation excellence with back office processes… Continue reading How Robotic Process Automation Can Help Create Real Value →

It’s time to discard the minutiae and start focusing on the future according to Dave Hoekstra. In his latest blog Dave explains that while human automation might be new to some, to others technology has been automating processes for many years. Continue reading Human Automation – What’s new? →

Business Systems UK’s Will Davenport says call centre workforce management is not only about planning and managing your workforce – it’s also about empowering your people… Continue reading Workforce Management Keeps Employees Engaged →