Sales of cloud-based Workforce Management (WFM) solutions are on the rise and Olle Dűring, CEO at Teleopti outlines five reasons for contact centres to make the move to cloud without delay… Continue reading WFM in the cloud: Five reasons to make the move
Category Archives: Guest Content
Removing Consumer Frustration from the Contact Centre Experience
by Jeremy Payne, International VP Marketing, Enghouse Interactive… Continue reading Removing Consumer Frustration from the Contact Centre Experience
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
PCI Pal and Verizon White Paper Examines PCI Security Compliance in Contact Centre Environments
PCI-Pal PLC, a secure payments provider to contact centres released a white paper with Verizon to examine and address the challenges in achieving Payment Card Industry Security Standards Council (PCI SSC) compliance in contact centre environments. Continue reading PCI Pal and Verizon White Paper Examines PCI Security Compliance in Contact Centre Environments
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