by Jeremy Payne, International VP Marketing, Enghouse Interactive… Continue reading Removing Consumer Frustration from the Contact Centre Experience
Category Archives: Guest Post
How to avoid the 5 most common mistakes in forecasting
According to Nick Brook at Teleopti, resource forecasting in contact centres needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics… Continue reading How to avoid the 5 most common mistakes in forecasting
Four Ways to Increase Meaningful Interactions With Your Customers
INVESTING in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years as consumers move away from The Big Six. Continue reading Four Ways to Increase Meaningful Interactions With Your Customers
Facing up to the future contact centre – Face and voice recognition
In the article, Suzette Bouzane Meadows, Director of Contact at KCOM discusses how contact centre automation offers huge efficiencies, and by utilising intuitive technologies like face and voice recognition, contact centres do not need to sacrifice the human touch… Continue reading Facing up to the future contact centre – Face and voice recognition
Make Homer Simpson your friend in the cloud
Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains the psychology and suggests a plan to improve customer interactions in contact centres… Continue reading Make Homer Simpson your friend in the cloud
Tortoise or hare – which one best describes your contact centre?
According to Carlos Muňoz contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM… Continue reading Tortoise or hare – which one best describes your contact centre?