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Martin Cross

Martin Cross

Recent Posts

Everything You Need to Know About the Voice Channel in a Contact Centre

 

As we all know customers can make contact to a Contact Centre via various devices. Most typically these are traditional phone (voice), computer...

Web Chat and Messaging in Customer Service

There is no question that digital channels and new technologies are rapidly transforming the customer service industry.

Automation is making it...

Should your Contact Centre join the Cloud?

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible...

4 Ways to Optimise Self-Service in a Contact Centre

 

There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is...

6 Best Uses for Chatbots in a Contact Centre

The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In...

3 Steps to Deliver Contact Centre Transformation

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By...

The Dangers of Using Legacy Technology for Voice Biometrics

BBC article detailed a voice biometric ‘hack attack’ by twin brothers on their HSBC account. It highlights weaknesses in the legacy technology...

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