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Richard Kenny | June 08, 2011 | Comments(0)
Like any mid-sized company, Plantronics runs it’s own contact centre – ours is based in Hoofddorp, Amsterdam. You can see a video of it[...]
Richard Kenny | April 08, 2011 | Comments(0)
Unified customer service View more presentations from richardkenny
Richard Kenny | April 08, 2011 | Comments(0)
I got asked today about cloud computing, and the initial answer I gave drew a few gasps so I thought I’d post it here to gain some wider input.[...]
Richard Kenny | March 25, 2011 | Comments(0)
Most of us are aware of the impact of the Payment Card Industry (PCI) regulations. They have recently issued a clarification document covering voice[...]
Richard Kenny | March 18, 2011 | Comments(0)
This article has been getting a lot of comments across social networks recently. Whilst I agree with the overall sentiment about contact centres[...]
Richard Kenny | March 10, 2011 | Comments(0)
Authored by ‘The Headset Hero’ – original article
How can a headset monkey replace a GP receptionist who knows her[...]
Richard Kenny | February 02, 2011 | Comments(0)
There can’t be anyone reading this who hasn’t heard about social media being used as a new channel for customer service. Facebook,[...]
Clare Tibbitts | January 25, 2011 | Comments(0)
Working in the contact centre industry I tend to be fair and considerate when speaking to agents, whether this is questioning a charge from my bank, or[...]
Richard Kenny | January 21, 2011 | Comments(0)
Every year I read the depressing letter that is my pension statement, and my dreams of retiring at forty slip further and further away. I’m[...]
Richard Kenny | January 17, 2011 | Comments(0)
I’ve spent some of today with our sales teams going through all the different measures & KPIs that a contact centre typically uses.[...]
