Ultracomms' pledge to support Naomi House & Jacksplace in 2020
Today is Giving Tuesday so there’s no better day to announce our pledge to support Naomi House and Jacksplace as our charity of the year for 2020.
5 reasons why employee engagement is no game.
If you read a lot of industry news and commentary, you’ll notice that gamification is often promoted for its employee engagement benefits, particularly in a contact centre setting. We thought we’d...
The most memorable days usually end with the dirtiest clothes!
On Sunday 22nd September, the Ultracomms team set off to Tough Mudder to take part in a 5k course including obstacles, heights and a LOT of mud!
Making the grass greener is easier than you think...
Customers don’t always behave how companies expect. As customers ourselves, we’re all too busy juggling jobs, family commitments, bills and appointments and we sometimes forget that during our busy...
Improving Customer Experience in Collections
When working in the collections industry, it is important to understand that no one wants to have a defaulted account or fall behind on payments. Sometimes individual circumstances mean that payments...
Beware third party payment processing services for your contact centre…
Contact centres need to pay close attention to the guidance from the PCI Security Council as MOTO (mail order telephone order) transactions become a target for fraud. Choosing a payment processing...
What are the benefits of omnichannel contact management?
I’m writing this for non-marketers so bear with me if you are an expert. Marketing is full of jargon so I thought it would be a good idea to de-mystify omnichannel contact management for CTO’s and...
Taking payments? Get ready for changes to the European Payment Services Directive.
Introduction
The rules for accepting payments in Europe are changing. The European Payment Services Directive (PSD2) has been updated with a new set of requirements designed to combat fraud, increase...
Call Me Maybe*
One of the most interesting findings to come from Ultracomms’ recent independent research “It’s still good to talk” is how stark the contrast customer preferences are between voice and other channels...
How to balance technology and human interaction in the Travel Industry contact centre.
Organisations which invest in modern digital technology specifically to protect their customers’ personal data and which clearly and simply explain how it works, gain a clear competitive advantage...
It’s still good to talk! New research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience.
Webchat, SMS and social media messaging are popular ways for customers to contact brands – but new research by Ultracomms reveals how consumers feel about contact centres and confirms they still want...
Consumer research by contact centre specialist Ultracomms reveals lack of awareness around secure payments
Customers give out payment details over the phone even when they aren’t confident or haven’t considered whether the information will be stored safely, new research by Ultracomms has found. The...