Web chat: Why it’s becoming the customer channel of choice

Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how…

What’s in it for me?

Gone are the days when a contact centre could be run using only landlines and a…

Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry.…

RESPONSE Staff at the Contact Centre ‘Glitzies’

RESPONSE, one of the UK’s leading contact centres located in Glasgow, has staged its third annual…

RIP Average Handle Time says Enghouse

Historically, many contact centres have prioritised reducing average handle times. In the past, the metric has…

Interactive Intelligence is just the fit for Next

Leading clothing and homeware retailer, Next, has refit its three contact centres with Interactive Intelligence solutions,…

Contact Centre Omni-channel – Beyond Retail

Stand H810: Connected Business 2014, 4th – 5th March, Olympia, London Taking inspiration from the retailing…

Firstsource Announces launch of Smartomation

New user-friendly process automation that helps maximise productivity and effectiveness Firstsource Solutions Limited have announced the…

Altitude uCI Solution Brings Competitive Advantage to We Fight Any Claim

UK Claims Management Company Profits from Altitude uCI Unified Customer Interaction Solution Flexibility Altitude Software have…

White Paper: How Employee Engagement impacts Customer Service

Good customer service is an attitude not a process A new white paper published by Serco…

Noble Systems Receives 2014 Product of the Year Award

Noble Systems Corporation has received a “2014 Product of the Year Award” from Customer magazine and…

Echo Managed Services helps deliver 400% increase in registrations for RAF Careers

– Echo uses Facebook to enable RAF engagement with potential recruits – Performance secures further customer…

EE Creates Jobs at Contact Centre

EE commits to deliver industry-leading customer service by increasing UK-based customer service resources – Over 1,000…

Evolution Demands New Communication Solutions – Jabra Biz 2300

The contact centre of tomorrow will play an even greater strategic role in shaping brand perception…

Interactive Intelligence Makes Organisational Changes

Interactive Intelligence Group Inc has created three C-level positions to further streamline its operations for improved…

Aspect and Call Design announce UK channel partner agreement

Aspect Software (Aspect), has announced a UK channel partnership agreement with Australian firm Call Design, Aspect’s…

Sinclair Voicenet introduces Analytics-Enabled Quality Management Solution

Sinclair Voicenet has launched QM Plus a new contact centre application from NICE Systems. This analytics-enabled…

Severe Weather Conditions

After several weeks of unprecedented weather causing near biblical floods throughout most parts of the UK…

Noble Systems Selected as one of Region’s Fastest Growing Firms

Noble Systems have announced their selection onto the Greater Manchester Fastest 50 list. Greater Manchester Business…

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