SusannahR
Member Since: 21st Dec 2010
Blogger
Marketing Director mplsystems
30th Jun 2014
By now I am sure we all know what IVR is and have experienced it at some point in our lives. It’s the “interactive voice response” system...
Blog
28th Apr 2014
When I contacted my utility company via Facebook about an issue I had with my meter reading, I was annoyed to get an instant reply asking...
Blog
10th Apr 2014
Major businesses are complaining that Twitter is causing confusion and being used unnecessarily for customer service, wasting businesses...
Blog
25th Nov 2013
Did you know that nearly 70% of customers will leave a business if they don’t receive the customer service they expect? Further to this,...
Blog
18th Nov 2013
We have seen how more and more companies are recognising the need to reduce the amount of effort customers must put in to deal with them...
Blog
4th Nov 2013
One of the reasons why organisations find it hard to draw together the different elements they need to deliver truly joined up customer...
Blog
10th Jul 2013
For many customer service technology professionals, the Big Data debate can be confusing – often failing to look much further than data...
Blog
13th Jun 2013
How quickly do you answer e-mails that arrive in your inbox? How does it compare to your competitors? Is it quick enough? Research we...
Blog
29th Jan 2013
Imagine two agents sitting side by side in a contact centre. One is hard at work on the phone, taking customer call after customer call...
Blog
29th Jan 2013
Until now the idea of shifting a contact centre’s IT function offsite and locating it in the Cloud has been an exciting one, but one that...
Blog