​Gaining greater agent productivity and capacity using a 360° view

​Customer self-service – has it gone too far?

​I’ve invested heavily in non-voice channels, yet my transaction costs are not falling?

Omnichannel – is it more about technology, people or process?

Offer Customers a Channel Choice – Why it’s worth making the effort!

Turning your contact centre from multichannel to omnichannel

How effective is your council’s complaints procedure?

Top tips to overcome two major obstacles and kick start your CX planning

What is customer experience and why is it so important for you?

Universal queues are more than technology

Welcome to the new customer service era

Shared Services: Friend or Foe?

​6 top tips for integrating the back office into the contact centre

Improving tenant services - ​an IT or "business transformation” project?

​Walk a mile in your customer's shoes, where does it take you?

​Who should own your social media - Marketing or Customer Service?

The role of ‘@brandhelp’… Why customer services should own social media

​Marketing own the brand – should they own social media too…?

Strategies on how to best manage multiple and legacy systems

​Transforming team working experience through digital at IT in Housing 2016

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