Giving the customer control of the contact center experience

Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered product can be customised by the consumer’s selection of such a wide variety of options that each instance is likely to be unique. Consider for instance any premium automobile. From the customer’s viewpoint, the range […]

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Data protection hots up in Europe, the USA and now Australia

Data protection is indeed a hot topic at the moment.  GDPR raises the temperature significantly in the UK and the rest of Europe from May this year, whilst similar legislation is in effect in the USA and was recently introduced in Australia too.  All but two states in America require organizations to notify individuals of […]

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Cash is no longer king – how does this affect the payment card industry?

It’s just been reported by the British Retail Consortium that payment by card now accounts for more transactions than all other payment types combined in the UK. In particular, there’s been a massive growth in the use of contactless card payments, so much so that there’s speculation that we may be moving towards becoming a […]

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UK regulation of outbound telephone marketing scores another own goal

As you may have seen in the news, the law regarding outbound direct marketing calls has changed. Currently one in five outbound direct marketing calls is from an anonymous or withheld number, something that became illegal from 16 May 2016.  UK registered companies that flout the revised regulations could be subject to penalties of up to £2.5 […]

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Porting reality – the real deal behind UK telephone number portability

A porting primer for users of UK geographic and non-geographic telephone numbers All UK numbers are issued in ranges by Ofcom to Communication Providers (CPs). Numbers generally begin ‘0’, and ranges are generally of 10,000 numbers, but certain numbers are issued in ranges of 100,000 numbers and some of 1,000 numbers. Numbers beginning ‘1’ are […]

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Telephone number changes – 0845 ain’t dead yet!

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which […]

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Important changes to 08, 09 and 118 numbers from 1 July 2015

Ofcom, the communications regulator, is making changes to the way consumers are charged for calling service numbers; that’s those numbers  beginning 08, 09 and 118. Their research has shown that people are confused about how much it costs to call these service numbers, and as a result avoid using them. Ofcom believes that the changes […]

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