With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Salesforce predicts that by 2027, 50% of customer service cases will be ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

Prioritising the right balance of employee engagement and technology can revolutionise customer service by creating a resilient, people-first contact centre industry The contact centre landscape today ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. Mar 30, 2019, 04:12pm EDT Mar 30, 2019, 04:12pm EDT This article ...

Eir, the largest provider of fixed line telecommunications services in Ireland, has announced what is being called a “transformative” partnership with NTT Data and Genesys. Offering broadband, voice, ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

29 November 2015 · David Tudor, Service and Maintenance Director, DORMA MENA- "In the spirit of continuous improvement we have launched our state-of-the-art contact centre to further lend our ...

Lecturer in English Language and Applied Linguistics, The Open University Most of us dread dealing with them, but call centres are hard to avoid as an increasingly ubiquitous aspect of modern life.