I was only trying to order my contact lenses. A mundane task, undertaken nose-in-phone while walking somewhere, probably late, likely crossing a road, which is my preferred, death-adjacent method for ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...