contact centre

It’s on the list! Make this year a customer-friendly Christmas

I often joke about my love/hate relationship with Amazon due to my excessive use of their app (which I did

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Abracadabra! Bring some wizardry into your contact centre with APIs

They say patience is a virtue, but apparently not one all of the UK can claim to possess. And it’s

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Why Is Empathy Important in Customer Experience?

According to Edith Stein, a German phenomenologist, empathy (not to be confused with sympathy) can be facilitated. It also can be interrupted and blocked,

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Analytics – What Next?

Analytics generates a return on investment when it helps you to persuade customers to buy more or stay longer. There

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Why contact centres need to integrate channels to avoid a Christmas and New Year hangover

It’s that time of year – the build up to Christmas followed by intense activity around the January sales –

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Seriously! Not another analytics play?

For many people, a series of false starts led to scepticism regarding the role of analytics in Customers Experience. The

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Best of the blog – December 2014

The faint jingling of sleigh bells is in the air, the dreaded Christmas shopping is (hopefully) conquered, and the turkey

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What will tomorrow’s contact centre look like?

Customer Contact Expo 2014 is upon us, and we’re thrilled to be using this opportunity to share our and Cisco’s

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