Rob Crutchington
Member Since: 10th Jul 2015
Blogger
Managing Director Encoded
26th Jan 2022
Contact centres are complex places at the best of times with multiple systems and fluctuating customer demand. Add remote and hybrid...
Blog
7th Oct 2021
For customers to buy from an organisation either in person, online or via a contact centre they need to be confident that their payment...
Blog
19th May 2021
With shops, pubs and restaurants re-opening their doors and hairdressers working all hours to keep up with demand, the future looks...
Blog
8th Oct 2020
Fraud patterns are evolving quickly since the coronavirus outbreak. However, the recent introduction of PSD2 and Strong Customer...
Blog
11th Jun 2020
As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR. IVR or...
Blog
26th Feb 2020
Understanding more about declined transaction codes could make a difference to your bottom line. For all businesses managing cash flow is a...
Blog
31st Jul 2019
3 Steps to contact centre compliance Contact centres are challenging places. There is certainly plenty to think about with the rising cost...
Blog
23rd Apr 2019
Over recent years there has been a huge increase in the number of smartphone users, apps downloaded and mobile transactions, presenting new...
Blog