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Voice of the Contact Center Consumer 2021

Recently the CCMA released its new research report – Voice of the Contact Center Consumer 2021. There has been a huge amount of discussion about the impact of the Covid19 pandemic on contact center operations and the knock-on effect this has had on customer service/experience, not just in our industry but across the board, and the …

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‘Syntec Team’ blog series – Alex Cooksey

Our team is at the core of everything that we do and plays a vital role in ensuring that every customer receives the highest level of service and support.   Each month we will bring you an interview with one of our team of experts. In August, we had a chat with our Customer Services Manager, …

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Expert insight interview: Marc Bainbridge, Hurtigruten

Marc Bainbridge is Head of Integrated Services at Hurtigruten – the luxury cruise company, responsible for all telephony platforms and backoffice functions including the implementation of CardEasy to enable all Hurtigruten’s customers to pay securely and in a PCI compliant manner.

Expert insight interview: Juergen Tolksdorf, Genesys

Juergen Tolksdorf is Senior Director of Marketplace Innovation at Genesys. Danny: Could you start just by setting the scene and talking about your own role and the way that sits in the relationship between Genesys and CardEasy? Juergen: Sure. I’m responsible for managing the technology partnership and the AppFoundry program from a program point of …

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‘Syntec Team’ blog series – Chris MacMahon

Our team is at the core of everything that we do and plays a vital role in ensuring that every one of our customers receives the highest level of service and support.   Each month we will bring you an interview with one of our team of experts. This month, we sat down with one of …

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How using tokenization can improve the customer experience offered by your contact center

A customer’s experience (CX) when dealing with your contact center can be the deciding factor in whether they continue to do business with you, or decide to switch to a competitor.