Retain your customers with good call handling
Posted by Nick Pursglove on 26/03 at 10:00 AM Contact centre, Telephone lines, Telephone systems, Unified communications,
Handle your calls better

With Brexit looming, businesses are readying themselves for life after the EU, whatever form it takes. I hope that it will be business as usual, but I also think it will be more important than ever to retain existing customers as well as attracting new ones. Customer service...

The future of contact centres
Posted by Laurie Coleman on 30/11 at 10:00 AM Financial services, Call recording, OAK Innovation, Contact centre,

Contact centre solutions are all about maximising efficiency from your users. Are you thinking about investing in one or are you already using one? Where do we see them going in the near future?  My short video explores the benefits of modern contact centre technology and how they...

Five steps for deploying quality measurement in your contact centre
Posted by Laurie Coleman on 09/10 at 10:00 AM Contact centre, Unified communications,
Man in enterprise contact centre

Customer experience is critical in an era where everyone is connected and news travels fast. Businesses must ensure they deliver a great customer experience, not just in frontline call centre help desks but also in other departments, such as technical support and account...

The stops and starts of PCI compliant call recording
Posted by Laurie Coleman on 04/05 at 10:00 AM Call recording, Contact centre, Security,
call centre PCI

Any business that records calls and takes payments over the telephone will know that PCI compliance is key and the implications of not complying can result in an enforced cessation on them taking further card payments.  To be PCI compliant while using a call recording solution,...

Customers have the right to be forgotten – even on call recordings
Posted by Laurie Coleman on 27/04 at 10:00 AM Call recording, Contact centre, Telephone systems,
Call centre

With the new GDPR legislation due to come into effect next month and the care of customer data being such a big topic right now, where do we stand with recording and storing calls when GDPR states that “all consumers have the right to be forgotten”? Businesses record calls to...

Improve end-to-end customer service with a contact centre
Posted by Adam Williams on 10/05 at 10:08 AM Large enterprises, SMEs, Contact centre, Contact centre,

Running a successful business will more than often require focus on the customer experience…as well as all the other on-going concerns, such as profitability, productivity, reputation, etc. To achieve a positive customer experience, businesses regularly turn to contact centres to help...

Keep communications consistent in your contact centre
Posted by Simon Dunstan on 03/05 at 09:53 AM Large enterprises, SMEs, Contact centre,
Contact centre consistent comms image

In order to provide great customer service, your contact centre needs a solution that gives you the features you need for efficient, consistent communications.Customers and prospects may choose to contact you in a variety of different ways. It is important is to keep the response...

Infographic: Key benefits of the right contact centre communications
Posted by James Hooker on 11/04 at 02:08 PM Images and graphics, Contact centre, Contact centre,

Contact centre communications have a huge impact on your customer service. Therefore, it's important to consider that your communication and the tools you use are the best they can be. With this in mind we look at the key benefits of having an effective and efficient contact centre...

Allow customers to talk to you the way they want to
Posted by Caroline Moore on 10/07 at 11:48 AM Contact centre, Unified communications,
Texting to communicate image

With the Institute of Engineering and Technology (IET) calling for text messages to be used in an emergency, the topic of allowing customers to talk to you in the way they choose is back in the spotlight.In a report called Contacting Emergency Services in the Digital Age, Prof Will...

How do your customers want to talk to you?
Posted by Simon Dunstan on 14/04 at 11:29 AM Large enterprises, SMEs, Contact centre,
Multimedia contact centre image

Compelling statistics According to Ovum¹, more than 90% of customer contacts in 2001 were voice-based, while fewer than 5% were sent by email. A more recent report by Forrester² states that voice is still the primary communication channel used across all demographics but it is quickly...

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