10 key developments for contact center managers in 2016

Companies need to consider making the move from a multichannel to an omnichannel approach It’s becoming more commonplace now for organizations to engage with customers through multiple channels. You have your call center and for most customers, talking to a live agent is still the best way to get the result they want (and many […]

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Outsourcers and homeworkers need to be PCI DSS compliant too

Organizations taking payment over the phone, both private and public sector, are now rapidly embracing the regulatory requirement to ensure that card payments over the phone are secure. In the early days of tackling compliance, ‘clean rooming’ agents was a method used to ensure card numbers couldn’t be inadvertently stored or misused, by ensuring that […]

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Why the travel industry is moving to hosted IT solutions

In the run-up to this year’s Travel Technology Europe exhibition at Olympia this week, it’s worth exploring  how developing technology and changing consumer behavior are rapidly changing the industry, and what travel companies need to do in order to keep up. Although people don’t necessarily think of travel as a technology-driven industry, the fact is […]

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Five ways to make your contact center more powerful

Consumers expect more from contact centers I read with interest the results of the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in July 2014, which confirmed a national downward trend in customer satisfaction as an increasingly empowered, digital generation puts more pressure on organizations to deliver excellent customer service in real time and, increasingly, via […]

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Cloud gazing – how Charles Tyrwhitt, Miele and Teletext Holidays are doing it (amongst others…)

For a large part of my working life as Managing Director of some well known travel companies, I’ve been very used to the demands of consumers wanting the right information and service at the right time with the best price – right now! So when I joined Syntec to help the founders develop the business and its services I understood implicitly that the contact center management […]

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