Study calls for better use of APM (application performance measurement
A recent survey has revealed that only 22% of companies have access to real-time metrics meaning that … [Read more...] about Only 22% of companies use real-time metrics
Customer Experience
Opinion: Experience more important than speed
A point of view from Dino Forte, CEO, Ventrica
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre … [Read more...] about Opinion: Experience more important than speed
Positive predictions – hooray!
Positive predictions - hooray!Technology industry will be OKNo GDPR 4% fines expected in 2019Brexit will get sortedReality check: hacking will continue
What a great way to start the … [Read more...] about Positive predictions – hooray!
Transforming product catalogues to a digital customer service tool
Transforming product catalogues to a digital customer service toolHow CDMS produced searchable digital catalogues for online and home shopping retailer Shop Direct Group (SDG). … [Read more...] about Transforming product catalogues to a digital customer service tool
Unify your contact centre, boost loyalty with customers
Unify your contact centre, boost loyalty with customers
Unified communications has emerged as the latest method to help … [Read more...] about Unify your contact centre, boost loyalty with customers
Managing call centre information – giving agents the whole picture
Managing call centre information - giving agents the whole pictureCRM alone is not enough to run an efficient call centre. Technology such as Business Process Management (BPM) can provide the … [Read more...] about Managing call centre information – giving agents the whole picture
Incoming! Making Every Customer Contact a Precious Event
Incoming! Making Every Customer Contact a Precious EventBig brands in the Fast Moving Consumer Goods (FMCG) industry are constantly in contact with customers. So when contact becomes a process driven … [Read more...] about Incoming! Making Every Customer Contact a Precious Event
Who do you think you are: voice recognition in the call centre
Who do you think you are: voice recognition in the call centreEven organisations with impeccable security credentials know that they are not immune to identity fraud. A security breach at one … [Read more...] about Who do you think you are: voice recognition in the call centre
