Author Archives: guest-blogger

Navigation to Digital Customer Care

Rory Devitt, CS Group Manager, Blizzard Entertainment provides highlights from the recent BT…

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Contact Quality Control – Can this be delivered through coaching?

Markus Novak, Team Manager Blizzard Entertainment, explores different methods for…

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BT Customer Engagement 2016 in association with CCMA

Susan Ní Dhubhlaoich, Director of Ajna Marketing Zone, reviews the…

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Speech recognition to replace humans!

I am sorry could you please repeat? David Cooper from…

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The challenge of the Omni-Channel – delighting your customers where they value it.

Cormac Farrelly, Digital Marketing Consultant with WSI, explores the State…

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Live Chat – Why Engagement Matters

Cormac Farrelly, Digital Marketing Consultant with WSI, examines the findings…

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The changing face of Contact Centres: Social Media Is Transforming Customer Service

This blog post was posted by one of the CCMA…

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Only 18% of employees trust their leaders!

Maurice Whelan, Managing Director of Unleash Potential examines the impact…

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How to Turn a Complaint into Good PR

This article was originally posted on concentrix.com/blog by Andrea McGowan….

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Are your customers contacting you online?

Build it and they will come… Unfortunately don’t build it…

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