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[VIDEO BLOG] GDPR: Telephony Consenting and Forgetting

  The big noise in the market right now is GDPR, the General Data Protection Regulation. This is the new European rule for data protection which is replacing and superseding other local ...

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Confessions of a Call Centre Agent

During the Call & Contact Centre Expo in London we invited visitors to confess their calls in our Natterbox.  This could be as a call centre agent or on the receiving end of a call.  Very ...

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A GDPR Catch 22?

Blog authored by Ian Moyse. ‘With great power comes great responsibility’ and holding someone’s personal data is powerful, the more you know about them the more useful this data becomes. For ...

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GDPR & Your Cloud Supply Chain

Blog authored by Ian Moyse. Yes, yet another GDPR content piece. Bored yet?  GDPR as I predicted is appearing daily in article, blog, tweet, news item and more and will increase as we approach ...

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Confessions of a Call Centre Agent

When it comes to a bad phone experience, everyone has a story to tell.   As a customer, you mainly pick up the phone when you have a problem. You don’t want to be told your call is ...

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Phones Frozen Out?

Blog authored by Ian Moyse. This past week in the UK we have seen the usual grinding to a halt of the nation as Snow has hit, with many foreign nations looking at how little it takes to bring the ...

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Your call is important to us, please hold the line

When looking at what is shared online about customer experience, there is a distinct impression that the definition of customer experience is biased towards digital experiences, like how quickly ...

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If it’s not in your CRM it didn’t happen

Life as a sales person is tough, whilst the career option seems like a good one as the financial reward can be high, there is a lot of pressure with strong competition from your peers and high ...

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Customer success improvement with NPS surveys

In 2003 Frederick F. Reichheld’s article in the Harvard Business Review called “The One Number You Need to Grow” lay the groundwork for the metric that was to become Net Promoter Score (NPS), a ...

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