COVID19: Challenges and Way Forward for Customer Service
The impact of the pandemic, everyday challenges and the way forward for customer service in contact centres – Mat…
Articles
Mapping the Full Customer Journey. Voice Matters
Mapping the Full Customer Journey – 3 Reasons Why Voice Matters to your contact centre and your customers: Too many…
Case Studies
Steamlining The CX Through The Contact Centre
Steamlining The Customer Experience Through The Contact Centre – How IPI achieved this for Northern Ireland Water NI Water is…
Contact Centre Tips
Strong Authentication: Things every Merchant needs to know
Strong Customer Authentication: Three things every merchant needs to know – With online fraud on the increase, companies must take…
COVID-19
Keeping Agents Happy & Contact Centre Running During COVID
Findel Education Resources – Keeping Agents Happy and the Contact Centre operation Running during Pandemic with the assistance of IPI…
Events
How Technology is Revamping Social Housing
Enghouse Interactive webinar to reveal how technology is revamping social housing customer service in the contact centre – Sovereign Housing…
PCI/DSS – GDPR
How Tokenisation can Improve the Customer Experience
How using tokenisation can improve the customer experience offered by your contact centre A customer’s experience (CX) when dealing with…
Recruitment
Virgin Media Creates 100 Contact Centre Jobs in Manchester
Virgin Media has opened applications for 100 full and part-time Contact Centre Roles in Wythenshawe, Manchester. The positions require no…
Social Media/Digital/AI
Conversational Intelligence Plays Pivotal Role in Digital Transformation
How Conversational Intelligence plays a pivotal role in your digital transformation strategy in your contact centre Every organisation is at…
Awards
ECCCSA Awards 2021 Nominations – Now Closed
The 2021 European Contact Centre & Customer Service Awards close for nominations at midnight this Friday, 16 July. Don’t miss…
Cloud
Zoom to Acquire Five9 Cloud Contact Centre Suite
Zoom to Acquire Five9 – The combination of Zoom’s robust communications platform with Five9’s intelligent cloud contact centre will enable…
Customer Service
COVID19: Challenges and Way Forward for Customer Service
The impact of the pandemic, everyday challenges and the way forward for customer service in contact centres – Mat…
Downloads
The Inner Circle Guide to Omnichannel for Contact Centres
“The Inner Circle Guide to Omnichannel” for contact centres based on surveys with over 200 UK organisations and 1,000+ interviews…
Outsource
ESFA Partner with Arvato to Create Digital CX Contact Centre
Education and Skills Funding Agency Partners with Arvato to create Digital Customer Experience Contact Centre Arvato CRM Solutions has secured…
Products
Talkdesk Unveils CX Strategy Value Framework
Talkdesk Unveils Customer Experience (CX) Strategy Value Framework New Talkdesk methodology helps organizations pinpoint the most critical CX strategies for…
Reports
Contact Centre Agents Want Employers to Offer Hybrid Working
Study of 200 UK-based contact centre advisors reveals that the majority want to split their time between the office and…
WhitePapers
PCI Pal Publishes Payments: The Future of Security and CX whitepaper
PCI Pal® publishes Payments: The Future of Security and CX whitepaper – Whitepaper explores how data breaches impact customer confidence…
