Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre. Continue reading Keep calm and de-scope! PCI DSS compliance for contact centres →

Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel – rather than letting it spin out of control? Now it’s possible. Continue reading How to tame the Social Media monster →

Tommy Palomäki at Teleopti considers the connection between happy customers and happy employees and suggests five ways to use workforce management to achieve both… Continue reading What came first the chicken or the egg? Happy customers or happy employees? →

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Continue reading Most Customers Hate AI & Chatbots for This Reason… →

Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an eBook in association with workforce management company Teleopti… Continue reading Top Employees: Hold on to what you’ve got →

Geoff Land of Infinity CCS looks at how creating more touchpoints with customers can help intermediaries in the energy sector to boost sales and retain customers… Continue reading How intermediaries can own more of the customer relationship →