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Category: Communications Center

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Recent research from Contact Babel has uncovered that traditional telephony-based interactions are on the decline. The analyst’s recent “The Inner Circle Guide to Omnichannel” report…

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“Striking the Right Balance between Automated and Manned” – The Big Conundrum of Customer Service Today

Most businesses have accepted that digital customer service represents the way forward. It is happening, whether they like it or not.  What many organisations are…

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“Setting up House” – How Technology Helps Social Housing Providers Overcome their Challenges

These are challenging times for housing associations. The introduction of legislation like the Welfare Reform and Work Bill and Universal Credit has put pressure on…

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