Posts by Steve Fitzgerald

Contact centre data security

Protecting contact centre data security when your staff work from home

February 26th, 2021 Posted by Security

Working from home has numerous benefits. But without sufficient protection, it can compromise your contact centre’s data security.

self-service customer support

Why self-service customer support options should go beyond IVR

February 12th, 2021 Posted by Self Service

Enhancing your contact centre’s self-service offering beyond IVR has numerous benefits for you and your customers.

crisis management

What to consider when reviewing your contact centre’s crisis management plan

January 29th, 2021 Posted by Contact Centre Management

With recent events fresh in your mind, now’s the time to review and update your crisis management and contingency plans.

multichannel contact centre software

Be all things to all people with multichannel contact centre software

January 15th, 2021 Posted by Multi Channel

Communication preferences matter. Discover how multichannel contact centre software can improve your customer experience.

inspiring business quotes

21 customer experience quotes to inspire you in 2021

January 1st, 2021 Posted by Customer Experience

Customer experience is so much more than a buzzword. It’s a key differentiator. Here are 21 customer experience quotes to inspire you in 2021 and beyond.

contact centre trends

Contact Centre Trends: where and how will you work in 2021?

December 18th, 2020 Posted by Contact Centre Management

Working trends, technology trends and customer trends in our new world. See how things will change for businesses and contact centres.

IVR system

How IVR has come of age and is smarter than ever

November 26th, 2020 Posted by Customer Experience

IVR systems have evolved considerably since the 1980s. See what they can do for you now

customer experience statistics

17 customer experience statistics you need to know as 2020 winds down

November 5th, 2020 Posted by Customer Experience

2020 was not a year for business as usual. Here are 17 customer experience statistics to keep front-of-mind as you make plans for 2021.