Category Archives: Guest Content

Guest Post

Empowering customer service agents

The butterfly effect is the concept that small changes, such as the flapping wings of a distant butterfly, can cause a chain reaction of events that can build up to a tornado. Here, Howard Williams, marketing director of live chat software specialist Parker Software, looks at how the simple choice of chat can lead to happier agents and loyal customers. Continue reading Empowering customer service agents →

Guest Post

4 ways to increase productivity in the contact centre

Improving agent motivation and productivity has long been a challenge for the contact centre. In fact, some of the more outdated tactics to improve productivity have probably contributed to low levels of job satisfaction and the high agent turnover rate for which the industry is famous. Industry sources estimate that agent churn is as high as of 26 per cent, costing the industry  as much as £2.3 billion annually. Continue reading 4 ways to increase productivity in the contact centre →

Guest Content

Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach

A Daily Mail investigation into the strength of various technologically driven alternatives to the basic password has revealed the ease with which malignant actors can bypass these systems. According to Aspect Software, this affirms the need for organisations to approach their customer’s security with more nuance and from a more holistic perspective. Continue reading Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach →

Guest Post, Blog

Create Seamless, End-to-End Customer Support Experiences

Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally, this has been the ‘tried-and-tested’ option as companies continued to invest in their contact center in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organizations to meet their customers’ expectations. Continue reading Create Seamless, End-to-End Customer Support Experiences →