24 June 2018
In Articles
Digital disruption: more about the disruptive than the digital
Digital disruption is a term being heard more and more often across various industries, from contact centres in the service sector to...
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Articles
24 June 2018
In Articles
Opinion Piece: how to deal with a brand crisis caused by poor customer service
Brand crises are a harsh reality for all organisations. Dealing with them is not becoming any easier. Instead they have become complex...
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23 June 2018
In Articles
Opinion Piece: Disrupting The Norm
The way of doing business is changing rapidly and, as a result, customer engagement will have to follow suit. Customer needs are...
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23 June 2018
In Articles
Opinion Piece: Your Customers Want Your Personal Attention
The competitive marketplace and economic climate are making it more difficult for organisations to obtain customer loyalty. Customers are now demanding much...
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23 June 2018
In Articles
Opinion Piece: how to differentiate on customer experience
The battle for the customer is shifting to new ground, away from the telephone to digital (email, web chat) and social media...
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23 June 2018
In Articles
Opinion Piece: We’re Measuring Today’s Contact Centre Agents With Yesterday’s Metrics
Because the contact centre industry is not taking digital (email, webchat) and social media (Facebook) channels seriously enough, many operators are losing...
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23 June 2018
In Articles
The Future Of Call Centre Design
The contact centre of the future is a place where design complements the people working there, and the team are then able...
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23 June 2018
In Articles
The Role Of Speech Analytics In Customer Experience
Speech analytics can be divided into two categories: speech recognition that is able to recognise and understand spoken words and phrases, and...
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23 June 2018
In Articles
Using An Omni Channel Provider To Deliver World-Class Customer Experience
In the past, contact centres took a multichannel approach to dealing with customers. A contact centre that took a multichannel approach was...
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23 June 2018
In Articles
What We Can Learn From Elon Musk’s Take On Customer Complaints
In December last year, an entrepreneur who owns a Tesla car tweeted at Tesla CEO Elon Musk. He complained about the fact...
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