Colin Hay at Puzzel takes a look at how to realise the real potential in contact centres… Contact centres and those in them work hard. In fact they are obsessive about efficiency and reduced cost to serve. That’s the problem – too much attention on the wrong thing. Continue reading Helping Contact Centres Become More Valued Assets
Category Archives: Guest Content
5 Ways to reduce customer effort in contact centres and eliminate dumb contacts, from Puzzel
Colin Hay at Puzzel outlines 5 smarter ways of working to minimise customer effort starting with eliminating dumb contacts… Continue reading 5 Ways to reduce customer effort in contact centres and eliminate dumb contacts, from Puzzel
TeleWare celebrates its 25th anniversary
TeleWare’s chief innovation officer Paul Millar looks forward to the next 25 years… 25 years is a long time in technology. When we started TeleWare some 25 years ago there was no Google, no smart phones, no social media and mobile telephony was only in its infancy. Continue reading TeleWare celebrates its 25th anniversary
How brands need to adopt a new model to deliver meaningful conversations
By Neil Titcomb, Regional Sales Director Northern Europe at Eptica... The growing importance of customer experience is fundamentally changing how companies are structuring and delivering service to consumers. The old model of a voice-centric call centre that was expanded piecemeal to cover new channels is simply too labour-intensive and fails to deliver the fast, consistent and high quality conversations that today’s consumers are demanding. Continue reading How brands need to adopt a new model to deliver meaningful conversations
Why you need to give your employees the freedom to perform on every call
By Holger Reisinger, VP, Business Solutions, Jabra… For people who talk to customers for a living like call center agents, traders, IT supporters or private bankers, great conversations are key to driving customer satisfaction. However, customer satisfaction is under pressure. Continue reading Why you need to give your employees the freedom to perform on every call
What makes a good user interface?
The user interface is like a joke. If you have to explain it, it’s probably not that great. Here, Stephen Parker, CEO of Parker Software, producer of live chat software, explains the key elements that make for a good user interface — from the visual aesthetics of the design to user ergonomics and functionality. Continue reading What makes a good user interface?