Author: Jeremy Payne

A New Age of Customer Service? What does Teams mean for the Contact Centre?

The adoption of collaboration tools within many enterprises has created a revolution that’s driving a new age of customer service. This revolution is shifting to an evolution as businesses over the years have looked to extract added value from services such...

Call Recording and the Future of Enhanced Customer Service

Historically, businesses have primarily perceived call recording as a regulatory insurance policy. The typical process was that calls were recorded, archived, and then accessed whenever a complaint was made. Some organisations still see call recording primarily in this way today. Other businesses...

Drone Danger: How Airports can Minimise Chaos for Customers

In recent weeks, drones have caused significant disruption at two of the UK’s major airports, Gatwick and Heathrow, halting operations and causing chaos for customers. Reported sightings of drones at Gatwick in the run-up to Christmas, one of the busiest times...

Fixing Broken Processes in the Contact Centre

Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5. This version of the contact centre effectively...