May 23, 2014
The right staff and tools are key to contact centre success, says Martina Knappe, head of EMEA Marketing at Interactive Intelligence. With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to...
Apr 10, 2014
Hosted call centre technology provider 1Stream has today released a white paper highlighting three tools that they believe will be crucial for next-generation contact centres. “Call centres aren’t just there to field as many calls as possible every day, they are...
Feb 26, 2014
Reuters has reported that household debt grew at its fastest pace since early 2008 in the fourth quarter of 2012, a possible sign that the painful process of paring back borrowing in the aftermath of the financial crisis may have run its course. While not all consumer...
Feb 26, 2014
Metrics in contact centres have fallen into an irrelevance cycle because the nature of the contact centre’s relationship with customers has changed significantly. Logically, any operations not focused on addressing the changing relationship are irrelevant – and...
Nov 15, 2013
The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure, rising customer support costs against the backdrop of the global recession and the age of the connected...
Nov 1, 2013
Web chat, a tool before its time in the 90s, is making a comeback, now offering contact centres a useful alternative channel with a broad range of functionality, says Karl Reed, chief marketing and solutions officer at Elingo. When Web chat emerged in the late...
