Retiring the two-fingered salute!

alt-key-185Have you ever been put on hold in mid-sentence by an agent? Chances are, your wait happened because the agent had to hunt through a dense thicket of systems, tools and views just to find a simple piece of information. (more…)

Using technology to reduce customer frustration

Customer Frustration

Customer loyalty is the make-or-break for most businesses. If customers do not keep coming back to you, and are not advocates of your organisation, then churn will become increasingly damaging.

Keith Pearce identifies how a dynamic contact centre can increase customer retention. (more…)

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   editor | Jonty Pearce

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