Making the virtual contact centre a permanent capability
There has been a number of things we have had to get used to over…
Protect your contact centre employees against coronavirus with a flexible working solution
17 March 2020
Protect your contact centre employees against coronavirus with a flexible working solution
With the number of cases of Coronavirus in the UK increasing, many companies are reviewing…
Is your contact centre’s reporting tool current and fit for purpose?
12 February 2020
Is your contact centre’s reporting tool current and fit for purpose?
The Old Days I’ve been in the contact centre industry for over twenty years starting…
Are Card Payments your weakest link?
12 December 2019
Are Card Payments your weakest link?
Card data breaches can severely damage your brand’s reputation. Figures from UK Finance confirm that…
Excuse me, do you speak English?
26 March 2019
Excuse me, do you speak English?
Having spent fifteen years in international roles launching tech products of various kinds (mainly those…
Measuring ROI for your conversational AI
29 November 2018
Measuring ROI for your conversational AI
Artificial Intelligence is the buzzword of the contact centre industry, and it’s not going anywhere!…
Banishing poor customer experience – getting omni right!
29 November 2018
Banishing poor customer experience – getting omni right!
We have all had our fair share of bad call-centre experiences. There’s an expectation and…
Winning with AI – a glimpse into the retail banking industry
10 September 2018
Winning with AI – a glimpse into the retail banking industry
Bank branches have seen a modest decline over the past few years, thanks to the…
The case for SMS as a channel in your contact centre
31 August 2018
The case for SMS as a channel in your contact centre
We spend ‘hours’ on our smartphones texting every day, so why aren’t contact centres leveraging…
Demystifying the difference between a chatbot and artificial intelligence (AI) in the contact centre?
8 August 2018
Demystifying the difference between a chatbot and artificial intelligence (AI) in the contact centre?
Artificial Intelligence (AI) plays an instrumental role in the evolution of customer service and the…
