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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