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 →

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 →

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 →