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Customer service as a final destination
Unified Customer Service
Cloudy with a chance of hype
Voice Security in the contact centre
The end of contact centres?
I’m a headset monkey am I?
The Impact of Social Media on Traditional Customer Service Channels
Perceived Value and Investment in Staff
Looking after older workers
Measures that matter – and how headsets can improve them
The Apple Contact Centre App
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RichardC5500
Richard Instant Meeting
Richard Etiquette
Richard Calisto
Philip
The Benefits of Wireless Headsets from Plantronics
The Cloud will change the world of contact centers
New places to work bring your own device
Investing in new technology
Contactcentre professionals and new ways of working
Unified communications: companies don't have a choice
New ways of working: dont forget the backoffice
Work from any place !
The current status of video chat
The CCO needs full support of the board
Employees are voting with their feet
Take a look at your existing technology
Does your company need a CCO?
New challenges for IT managers by Phillipe Vanhoutte
Employee preferences by Philippe Vanhoutte
Perspectives on Smarter Working by Philippe Vanhoutte
The Wall of ears
The Plantronics EMEA Contact Centre
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Topics
acoustic shock
agent turnover
agents
apple
artificial intelligence
audio processor
audio processors
back office
benchmark
best practice
best practices
call centre world
carbon footprint
cloud computing
coaching
collaboration tools
crisis management
crm
customer care
customer contact
customer economics
customer satisfaction
customer service
customer support
direct assessment
e-learning
e-mail management
eccco
education
employee satisfaction
engagement
facebook
homeshoring
it-infrastructure
knowledge
knowledge management
leesman
localization
multiculturalism
noise canceling
offshoring
online management
open source
opt-in
opt-out
oss
oursourcing
outsourcing
paying number
pci
quality standard
simulation
skill-groups
social media
social networks
sourcing
speech recognition
speech technology
stress
telemarketing
training
translation
turnover
twitter
unified communications
up-selling
video chat
visualization
voice infrastructure
voice problems
voice recording
voice security
voice signature
voip
webcare
work environment
work methods
workforce management
workplace
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