Robert Crutchington and Matthew Tyler outline how applying the same principles as PCI DSS can help to meet the challenges of new data protection legislation… Continue reading GDPR Compliance – Take a lead from PCI DSS in your contact centre, says Encoded
Category Archives: Guest Content
Agent Preferences v Shift Bidding – Which to Choose? asks Teleopti
How can resource planners achieve the best balance between agents’ wishes for their schedules and the forecasted needs of the contact center? Rebecca Philp at Teleopti, weighs up the two options on offer… Continue reading Agent Preferences v Shift Bidding – Which to Choose? asks Teleopti
Bring Your Own Phone: How many personal mobile devices are synced with your business data right now?
The use of personal mobile devices for work continues to be on the rise. Flexible and remote working options are now a major consideration for employees, while, for SMEs in particular, Bring Your Own Phone (BYOP) initiatives can help keep down costs, and provide the agility and flexibility to compete with the rigid structures of larger competitors. Continue reading Bring Your Own Phone: How many personal mobile devices are synced with your business data right now?
The State of Quality Monitoring – 2017
Last year, Business Systems 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: Continue reading The State of Quality Monitoring – 2017
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
The customer service graveyard
Customer service technology has changed dramatically since the dawn of call centres in the 1960s. Despite a rapid evolution of technology, not all methods of customer service have become completely obsolete. Business automation expert, Parker Software has collated a selection of outdated customer service methods into an infographic, to explore the history and potential future of technology in customer service. Continue reading The customer service graveyard