The journey from call centres to today’s contact centres is like watching black-and-white TV turn into…
Category: – Industry News
Industry news from the UK contact centre industry
ECCCSA Contact Centre Awards Open for Entries
The greatest awards programme in the European customer contact industry is now OPEN and accepting entries.…
Ventrica Adds Top Talent to Commercial Function
Ventrica, the Southend-on-Sea based outsource contact centre, is delighted to announce the appointment of two highly…
Poor Customer Service Costs UK firms Billions
Poor Customer Service Costs UK firms Billions – so why can’t they get it right? Since…
Fuel Card Services achieves Productivity Uplift with Noetica
Fuel Card Services achieves Productivity Uplift with Noetica’s Dialling Solution for Sales and Service Calls though…
Content Guru & DVLA Wins Best Technology Partnership Award
Content Guru and DVLA Wins “Best Technology Partnership” contact centre award at 2024 CCA Global Excellence…
The Unseen Scale of Nuisance Communications
Quadient warns of unseen scale of nuisance communications, as email scams push total complaints up by…
Content Guru Adds Enhanced Accessibility Features to storm®
Content Guru Adds Enhanced Accessibility Features to storm® to Enable Inclusive User Experiences storm becomes the…
Sabio Launch WFM e-book to Optimise Contact Centre Workforce
Sabio Group has launched a new e-book aimed at guiding organisations in the optimisation of their…
Delivering Exceptional Experiences In The Real World
Delivering Exceptional Experiences In The Real World – Featuring Sweaty Betty, Zuto, Transcom and Awaze At…
AI in CX: Separating Fact from Fiction
AI in CX: Separating Fact from Fiction – How will the role of the human contact…
Combat Employee Burnout in the Contact Centre
Three Tips to Combat Employee Burnout in the Contact Centre Life in the contact centre moves…
Redefining Customer Engagement in the Contact Centre
Say hello to AI-powered automation and connected workflows in the contact centre and beyond to bring…
Conquer Contact Centre Technical Debt: A CIO’s Guide
Contact centre technical debt can be a major burden, impacting efficiency, customer satisfaction, and overall costs.…
Keeping up with Regulation: Ready to Report Tenant Satisfaction Measures?
Keeping up with regulation: Are you ready to report against the Tenant Satisfaction Measures Standard this…
Avaya Market Momentum Continues, Looks Ahead to Annual Customer Conference
Avaya Market Momentum Continues, Looks Ahead to Annual Customer Conference Leading global CX and communications solution…
Customer Service Standards slipping as Consumers turn their back on Chatbots
Customer service standards slipping as UK consumers turn their back on AI chatbots in the contact…
IPI Pauseable now available on NICE CXone
IPI’s flagship automated pause and resume functionality available through NICE’s online marketplace to offer customers unique…
Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management
Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management – Bot Analytics provides access to all…