Most of us are aware of the impact of the Payment Card Industry (PCI) regulations. They have recently issued a clarification document covering voice recording here. One area that hasn’t been covered well, if at all yet, is the inadvertent overhearing of data by other customers. I may be sensitive to this, when I call into a contact centre I’m naturally interested in how they … Continue reading Voice Security in the contact centre »

Do we practice what we preach in our own contact centre? Here’s a video of our own centre in Amsterdam showing our approach to flexible working, use of space and technology. Our approach has been validated by the CCA through certification to their Global Standard, and through an award for our overall approach to operational excellence.

Trying something new here, embedding a Goldmail on this page. Play the Goldmail to find out about Acoustic Intelligence – this isn’t just a contact centre topic.

This article has been getting a lot of comments across social networks recently. Whilst I agree with the overall sentiment about contact centres dissapearing as collaboration goes enterprise wide (I’ve predicted this myself in the past), a big change in the way that organisations approach customer service is needed before we get there. Technology is not a barrier. Collaboration tools already exist to share information … Continue reading The end of contact centres? »

Authored by ‘The Headset Hero’ – original article How can a headset monkey replace a GP receptionist who knows her patients, asked one of the UK’s best-read newspapers. Before I get into a considered response to this question, let me vent a little. Why is it assumed that a GP’s receptionist is a “her” and not a “he”, are there still jobs which are off … Continue reading I’m a headset monkey am I? »