DIGITAL CUSTOMER EXPERIENCE MISSES THE HUMAN TOUCH

DIGITAL CUSTOMER EXPERIENCE MISSES THE HUMAN TOUCH

Dimension Data research shows advances in customer experiences are being slowed by people   While digital technology is fast transforming the global contact centre industry, advances in customer experiences are being slowed by people, and...
Is Your Budget Full of Cuts or Investments?

Is Your Budget Full of Cuts or Investments?

It was that day again in March for all of us Brits. What joys will be delivered by the Chancellor of the Exchequer as he announces his budget for another year? Will it be helpful to your business, or will it make it harder to succeed? But when it...
CUSTOMER SERVICE DELIVERED RIGHT TO YOUR FRONT DOOR

CUSTOMER SERVICE DELIVERED RIGHT TO YOUR FRONT DOOR

At the end of 2014, consumers spent more money than ever online; with Black Friday, Cyber Monday, an improving economy and the pre/post-Christmas spend, we generated an estimated £100 billion worth of online sales.  As we head towards yet another...
10 STEPS TO COMPLIANCE IN CONTACT CENTRE HOMEWORKING OPERATIONS

10 STEPS TO COMPLIANCE IN CONTACT CENTRE HOMEWORKING OPERATIONS

Can contact centre homeworking operations be compliant with FCA, PCI DSS, Ofcom and other industry regulations?  Of course they can.  Here are ten things your contact centre operation should consider when creating an information security policy...
10 Myths about Contact Centre Homeworking

10 Myths about Contact Centre Homeworking

Heard about the benefits of contact centre homeworking but worried that it’s not going to work for your business?  Here are 10 commonly-held facts about home agent working that are actually nothing more than myths:   “Contact centre homeworking...