By Staff writer
Emotional intelligence is a vital element to understanding customer needs. Colin Hay, VP sales at Puzzel, explains how contact centres that blend technology with the human touch will reap rewards in the digital age.
By Jan Cavelle
I recently decided to move house, bracing myself for one of the big three stress scenarios, right up there with bereavement and divorce. What awaited me was a poor customer experience unnecessary automation and the unwillingness of staff to listen.
By Staff writer
As a society, we ve become very good at making stuff. So good, in fact, that we re in danger of running out of the materials to make more.
Are you tracking all of your competitors’ moves and spending a significant amount of time every day deciding how to react to (and outdo) those moves”
By Staff writer
By now, business owners and entrepreneurs know building a successful company starts with the customer experience. In fact, 72 per cent say improving the experience is at the top of the list.
By Staff writer
The workplace is in the midst of the biggest revolution since the industrial age. An emerging consequence of this is demand for remote and flexible working.
By Staff writer
Wouldn?t you like to know?! Imagine if this were true for your business. Just think of the freedom you?d have! Having a team who all work with consistency, making every customer consistently happy and keen to return.
By Staff writer
The way businesses interact with customers has drastically changed in the last decade, due to the rise of mobile and other technologies.
By Staff writer
As location is the most accurate indicator of human intent, businesses are recognising that with location technology insights, they can get a picture of their customers” real world behaviour both now and in future, not just their online behaviour.
By Staff writer
In any job sector, there is always a debate of whether technology will overtake human jobs, and the contact centre is no different. These arguments are always made in black and white and assume the workforce will be entirely human or entirely robot.
