Speech recognition software is becoming a key technology in our everyday lives. Despite this, there are some reservations. Gary Williams investigates..
Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing your contact centre..
Fergal McGovern, CEO of VisibleThread explains why communicating in plain language results in less customer confusion, reduced workload and a stronger customer experience..
Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent..
Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees..
Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology..
If you’re looking into upgrading or implementing call center software, read on as we detail some important things to consider to make it a success..
The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business..
As more companies look for ways of lowering costs and increasing productivity, David Miller looks at some of the benefits of outsourcing your call center operation..
Customers have always expected effective and efficient service but with today’s technological developments, expectations are even higher..
With social media firmly cemented in our daily lives, it’s no surprise that we are further utilising those channels to gain quicker and more personalised engagements with brands..
In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..
In 2018 it was predicted that chatbots would be controlling the customer experience. This prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers in 2019..
No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data..
According to Carlos Muňoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates..
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..
Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..
Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..
Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..