Following a research survey conducted by YouGov, statistics show the most recent in communication channel preferences from retail consumers, especially during the busy time of sale shopping and gift returns… Continue reading Retail Shopping in the UK – Communication Channels of Preference
Category Archives: Guest Content
Raising the status of outbound dialling in contact centres – a two-point plan, from Puzzel
Outbound dialling sometimes has a dubious reputation but used properly, is a powerful outreach tool. The trick is to embed it firmly into agent culture and the customer journey – Christian Thorsrud at Puzzel explores the options… Continue reading Raising the status of outbound dialling in contact centres – a two-point plan, from Puzzel
PCI Pal urges firms to stop capturing payment card data to limit future risk
Following news reports* that suggest the smartphone manufacturer, OnePlus, is currently investigating alleged cases of credit card fraud as a result of a potential flaw in its payment processing systems, PCI Pal is urging businesses to step-up protection so sensitive customer payment data does not enter a business’ infrastructure or call centre, to therefore reduce exposure to such risk. Continue reading PCI Pal urges firms to stop capturing payment card data to limit future risk
Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times
In response to The Times’ investigation that revealed Britain’s ‘Big Six’ energy companies are leaving customers on hold for “outrageous” lengths of time, a customer engagement expert from Aspect Software has urged utility companies to embrace new digital self-service tools that reduce inbound call volumes and hold times. Continue reading Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times
How to avoid the cost of a disgruntled customer
Customers are paramount to business success. Ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Continue reading How to avoid the cost of a disgruntled customer
Batten down the hatches – Semafone predicts new onslaught of cyber-attacks in 2018
Semafone, the leading provider of data security and compliance solutions for contact centres, sees trouble ahead for companies which don’t have their cyber security in order – but also predicts that new regulations will have a positive impact on the market. CEO Tim Critchley, global solutions director, Ben Rafferty and head of information security, Shane Lewis, share their top five predictions for 2018. Continue reading Batten down the hatches – Semafone predicts new onslaught of cyber-attacks in 2018