Contact centres

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Call centres often struggle with unhappy demotivated and disengaged staff. A recent study revealed that one in four customer service...
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Are voice biometrics fundamentally flawed? That’s the question being asked after it was revealed last week that HSBC’s voice ID...
25% of all calls into the call centre are avoidable. But how?​ We look at the rise of 'proactive' customer service, and some of the...
If you manage contact centre operations, are responsible for customer service or customer experience in your business, or you’re just...