Blog > Contact centre management

Contact centre management

Expert insight interview: Craig Schoeberle, Parts Town

Craig Schoeberle is Senior Director of IT and Infrastructure Management at Parts Town. Danny: Can you start off just by giving me a bit of background about Parts Town? Craig: Parts Town is one of the largest suppliers of commercial food service parts in the world. We supply only OEM replacement parts from the manufacturers …

Expert insight interview: Craig Schoeberle, Parts Town Read More »

Consumers’ changing attitudes to telephone payments in a post-pandemic world

We’ve been conducting regular research on consumers’ attitudes to telephone payments since 2014. Our most recent update of this research reviews the current state of play regarding consumers’ attitudes to card payments by phone and assesses how these have changed over the last few years, particularly considering the ongoing effect of the global COVID-19 pandemic …

Consumers’ changing attitudes to telephone payments in a post-pandemic world Read More »

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 …

Voice of the Contact Center Consumer 2021 Read More »

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.

Digital Transformation – The Future of Contact Centers

Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephone calls. Digital channels continue to shape the way we all live, work, shop, and communicate. Having the …

Digital Transformation – The Future of Contact Centers Read More »

Why PCI DSS matters (and what you can do to protect your business by ensuring you’re compliant)

If your company processes card payments, then it’s likely that you have heard of the Payment Card Industry Data Security Standard (or the PCI DSS as it is more commonly known). In this blog we take a deep dive into what PCI DSS is and if it is something that affects your business. What is …

Why PCI DSS matters (and what you can do to protect your business by ensuring you’re compliant) Read More »