Contact Center Customer Service

New Online Guide For Contact Center End of Life Support is Published.

  What can this guide help our customers do? This new online guide encourages contact center professionals to fight back when vendors announce the end of life support. The guide explores viable options to keep legacy technology going, improve functionality and reduce costs. The guide is a lifeline for under-pressure managers and directors working in [...]

September 24th, 2014|News|

The Genesys Blacklist

I really like Netflix here in the US because it gives me the chance to “binge watch” entire seasons of television shows that I might have missed for one reason or another. I recently spent a couple of weekends getting caught up on The Blacklist, an action drama detailing what amounts to a vast, complicated [...]

September 19th, 2014|Genesys|

How Important is First Call Resolution to Your Call Center?

There are many ways to measure customer service within your call center; customer satisfaction, net promoter score and word of mouth index are all metrics that have been used as evidence of the customers voice, and therefore the success rate of the call center. But one metric that can give the clearest measurement in the [...]

February 12th, 2014|Contact Center|

IVR – We Are Experiencing Large Call Volumes at this Time

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline according to a  report  subject its callers to one of the worst IVR experiences in the country? IVR: Is it because they don’t care, [...]

September 24th, 2013|IVR|

IVR- Because Your Call is Important to Us

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline according to a  report  subject its callers to one of the worst IVR experiences in the country?  There are three reasons why IVR hell [...]

September 24th, 2013|IVR|

IVR Solutions – Your Call May Be Recorded

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline, according to a recent report subject its callers to one of the worst IVR experiences in the country? Is it because they don’t [...]

September 23rd, 2013|IVR|

Customer Experience Can’t be An Efffort

Customer Experience is the latest  topic driving businesses, especially those consumer-focussed ones who have principle interactions with customers through their contact centre. The costs of delivering the optimal customer experience must be weighed against the ultimate target of running a profitable and growing business, which can be a juggling act. Inconvenience has its price.  Asking [...]

July 8th, 2013|Customer Experience|

Voice Biometrics is Popular for Security-Conscious Shoppers

New research from WorldPay suggests paying for goods and services through fingerprint, palm and iris scanners is the most popular future technology choice for security-conscious shoppers. Specifically, 1 in 2 people surveyed said they would like to have payment options using voice biometrics, far outweighing the popularity of emerging mobile options. 30% would like to use PIN-based smartphone payments, [...]

July 4th, 2013|Voice Biometrics|

Outsourcing has Poor UK Public Reputation

To most of the British public, outsourcing has a poor reputation. In fact 80 per cent of the general public do not think the sourcing industry is helping British business today. This is reinforced by a general public belief that outsourcing does nothing to help the economy – only 19 per cent of people questioned [...]

May 28th, 2013|Customer Experience|

Customer Service from Banks and Insurance Companies

UK Bank and Insurance Customers Frustrated with Call Centre IVR Service New research from has found consumers get most frustrated with their banks and insurance providers when communicating through the contact centre, affecting cross-selling and upselling opportunities and resulting in loss of customers.   The study asked a sample of UK consumers about their attitudes [...]

January 12th, 2013|Customer Experience|