Articles

Items tagged with : IVR

A perfect storm is coming for call centres

Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...

08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,

Making Contact

This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 The word “revolutionary” is bandied about extremely liberally, and fre...

28 September 2011 | Articles, Customer Service, Functions Other, Global, All Columns,

Q&A: Don Peppers, Peppers & Rogers

Don Peppers is one of the world's foremost authorities on customer-focused relationship management. With his business partner Martha Rogers, he i...

17 August 2010 | Articles, Customer Service, Europe, UK, North America / Caribbean, USA, Global,

The Future is Now

This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Virtual Assistance and Artificial Intelligence are here for customer ser...

06 April 2011 | Articles, Customer Service, Global, All Columns,

The Next Big Thing to hit call/contact centres and customer service

Predictions Over the next five years the call/contact centre industry will undergo enormous change. Consumer and business customers will no longer ha...

02 November 2010 | Articles, Customer Service, Global, All Columns,

The Power of Behavioural Economics

This article originally appeared in Outsource Magazine Issue #27 Spring 2012 From the shop checkout assistant who wishes you a good day whilst look...

05 April 2012 | Articles, Customer Service, Global, All Columns,

Wouldn’t you increase your talk time with your customers, if you could?

Problem First off, we need to be honest with ourselves. Today’s business requires support and customer service to our clients. Based on today’s econo...

18 May 2011 | Articles, Customer Service, Global, All Columns,