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20 JANUARY 2019

 

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article thumbnail Tuesday, 08 January 2019

Positive predictions - hooray!
Technology industry will be OK
No GDPR 4% fines expected in 2019
Brexit will get sorted
Reality check: hacking will continue What a great way to start the new year. Semafone, a provider of data security and compliance solutions for contact centres, takes an optimistic view of the outlook for the technology industry in 2019 and we like his predictions so much we have published them in full. Read more ...

 
     

Must read
     
 
Be nice to me or I’ll go - Especially if you don’t know my name

Rudeness tops charts
Retail is most definitely going through a period of uncertainty yet it is the really fixable problems like staff rudeness and lack of personalisation and loyalty that are as responsible for defections.
Read more ...
 
     
 
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article thumbnail Features - Contact CentresTuesday, 14 July 2009

Transforming product catalogues to a digital customer service tool
How CDMS produced searchable digital catalogues for online and home shopping retailer Shop Direct Group (SDG). Read more ...


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Features - Contact CentresMonday, 17 March 2008

Unify your contact centre, boost loyalty with customers

Unified communications has emerged as the latest method to help service departments achieve the vital twin goals of maximizing productivity and providing customers with the best experience possible. Article by Tim Moynihan, VP, Global Marketing and Channels, Envox Worldwide.

Read more ...

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Features - Contact CentresFriday, 23 February 2007

Managing call centre information - giving agents the whole picture
CRM alone is not enough to run an efficient call centre. Technology such as Business Process Management (BPM) can provide the framework to integrate technology with the people element within an organisation. Article by Pete Dinham, global solutions director at BancTec. Read more ...


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Features - Contact CentresMonday, 15 January 2007

Incoming! Making Every Customer Contact a Precious Event
Big brands in the Fast Moving Consumer Goods (FMCG) industry are constantly in contact with customers. So when contact becomes a process driven transaction, what happens to the customer¹s experience of the brand and the values it represents? Article by Laurin McDonald, Managing Director of Sitel UK. Read more ...


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Features - Contact CentresFriday, 29 September 2006

Who do you think you are: voice recognition in the call centre
Even organisations with impeccable security credentials know that they are not immune to identity fraud. A security breach at one organisation can quickly ripple out and cause chaos in another, severely damaging customer relations. Albert Selzer, MD, Spescom UK explains how biometric voice recognition technology can reduce the incidence of identity fraud and add competitive advantage to organisations that use it. Read more ...

article thumbnail Features - Contact CentresTuesday, 14 July 2009

Transforming product catalogues to a digital customer service tool
How CDMS produced searchable digital catalogues for online and home shopping retailer Shop Direct Group (SDG). Read more ...


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article thumbnail
Features - Contact CentresMonday, 17 March 2008

Unify your contact centre, boost loyalty with customers

Unified communications has emerged as the latest method to help service departments achieve the vital twin goals of maximizing productivity and providing customers with the best experience possible. Article by Tim Moynihan, VP, Global Marketing and Channels, Envox Worldwide.

Read more ...

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article thumbnail
Features - Contact CentresFriday, 23 February 2007

Managing call centre information - giving agents the whole picture
CRM alone is not enough to run an efficient call centre. Technology such as Business Process Management (BPM) can provide the framework to integrate technology with the people element within an organisation. Article by Pete Dinham, global solutions director at BancTec. Read more ...


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article thumbnail
Features - Contact CentresMonday, 15 January 2007

Incoming! Making Every Customer Contact a Precious Event
Big brands in the Fast Moving Consumer Goods (FMCG) industry are constantly in contact with customers. So when contact becomes a process driven transaction, what happens to the customer¹s experience of the brand and the values it represents? Article by Laurin McDonald, Managing Director of Sitel UK. Read more ...


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Features - Contact CentresFriday, 29 September 2006

Who do you think you are: voice recognition in the call centre
Even organisations with impeccable security credentials know that they are not immune to identity fraud. A security breach at one organisation can quickly ripple out and cause chaos in another, severely damaging customer relations. Albert Selzer, MD, Spescom UK explains how biometric voice recognition technology can reduce the incidence of identity fraud and add competitive advantage to organisations that use it. Read more ...

 
     
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