Hoax Calls to Scottish Ambulance Service Contact Centre
The Scottish Ambulance Service (SAS) has received more than 200 malicious hoax calls so far this year to…
National Customer Service Week: Celebrating the Importance of Customer Service
Next Week is National Customer Service Week. You may be surprised to know that as an event, National…
Payment Orchestration – Why it’s Time to Call the Tune according to Encoded
Frictionless online payments reduce the risk of abandoned shopping baskets and increase customer loyalty. Rob Crutchington of Encoded…
CCMA Launches Contact Centre Standards Framework
The CCMA (Call Centre Management Association) is proud to announce the launch of its Contact Centre Standards Framework,…
Content Guru’s AI Solution Wins Computing Cloud Excellence Award
Content Guru’s AI Solution Wins Computing Cloud Excellence Award at 2023 Ceremony Content Guru, one of the world’s…
AI will Impact Customer Service Agents, But Not How We Anticipate
New Calabrio Contact Centre Research: AI will Impact Customer Service Agents, But Not How We Anticipate A global…
FourNet launches sector-leading best-in-class 100-point benchmarking process
FourNet, the digital transformation and customer experience specialists, have today revealed a new 100-point benchmarking approach designed to ensure swift,…
Unrivalled Technology-Enabled Support Centre unveiled by FourNet & Alzheimer’s Society
Digital transformation and customer experience specialists, FourNet, and leading dementia charity, Alzheimer’s Society, have today revealed how the…
Cirrus Releases Game-Changing Upgrade To Their Contact Centre Platform
Cirrus, the leading contact centre solutions provider, have announced an upgrade to its revolutionary contact centre platform, and…
How to Optimise your Workforce Management to Handle Peak Demand
Contact centres are some of the busiest work environments in the world. During peak demand periods – such…
Beyond Metrics – Unveiling the Complexity of Customer Expectations
In a rapidly shifting landscape driven by digital transformation and omnichannel experiences, the challenge of understanding and exceeding…
Compassion, the beating heart of contact centres
Compassion, the beating heart of contact centres – Philip Rushton Director of Contact Centre Business Development at SSCL Contact…
From Traditional to Digital: Transforming Your Contact Centre Successfully
Contact centre business transformation is a complex process that involves significant changes to technology, processes and people. It…
How AI can Improve Contact Centre Customer Satisfaction
How AI can improve contact centre customer satisfaction – Alex Croucher, founder and intelligent automation director at VKY…
How Embracing Collaboration can help local Councils Achieve Digital Autonomy
Better together: How embracing collaboration can help local councils achieve digital autonomy By Mark Gannon, Director of Client…
A Common-Sense Approach to Employee Engagement
A Common-Sense Approach to Employee Engagement within the contact centre – The message from Dave Hoekstra at Calabrio…
Contact Centre Artificial Intelligence = Redundancy for Agents?
AI will affect people the most who have repetitive jobs, and the problems that agents deal with in…
How AI can Improve Contact Centre Customer Satisfaction
How AI can improve contact centre customer satisfaction – Alex Croucher, founder and intelligent automation director at VKY…
Growing Acceptance for Automated Assistants in Contact Centres
New Research Reveals Growing Acceptance for Automated Assistants in Contact Centres Kore.ai Study Shows that the Latest AI-Driven…
Empowering Contact Centre Agents with AI & Automation
The rapid advancements in artificial intelligence (AI) and automation technologies have transformed various industries and the contact centre…
Medallia Surpasses Milestone of One Million Weekly Active AI Users
Medallia surpasses major milestone of one million weekly active AI users Medallia’s $750M investments over the past two…
Key Considerations for Contact Centres Looking to Implement AI
Key Considerations for Contact Centres Looking to Implement AI – Jason Roos, CEO of Cirrus, discusses. Contact centres…
Unrivalled Technology-Enabled Support Centre unveiled by FourNet & Alzheimer’s Society
Digital transformation and customer experience specialists, FourNet, and leading dementia charity, Alzheimer’s Society, have today revealed how the…
CCNNI & Cnect Partner Elephants Don’t Forget to Transform Contact Centres
CCNNI and Cnect Wales partnership with Elephants Don’t Forget to transform contact centre and agent performance Elephants Don’t…
Hillarys expands Partnership with IPI as it Transitions from On-Premise to Cloud
Hillarys expands Partnership with IPI as it Transitions from On-Premise to Cloud Retailer selects IPI’s Contact Centre as…
Content Guru Customer DVLA Ranked ‘Most Improved Public Sector Organisation’
Content Guru Customer DVLA Ranked ‘Most Improved Public Sector Organisation’ By The Institute of Customer Service Content Guru,…
Zoopla Highlights Contact Centre Improvements Thanks to Ventrica
Zoopla Highlights Contact Centre Improvements Thanks to contact centre outsurce specialist Ventrica The numbers of customer service issues…
Angus Council partners with Maintel & Transform Telephony & Contact Centre
Angus Council partners with Maintel to help transform its telephony and Contact Centre with RingCentral’s cloud solution •…
National Customer Service Week: Celebrating the Importance of Customer Service
Next Week is National Customer Service Week. You may be surprised to know that as an event, National…
Research Suggests Contact Centre Teams will Struggle as Golden Quarter Looms
Research from FM Outsource suggests contact centre/customer service teams will struggle as golden quarter looms The upcoming golden…
Why Financial Services Firms Must Stand Out Through Stellar Customer Experience
Why Financial Services Firms Must Stand Out Through Stellar Customer Experience – The Sabio Group In the dynamic…
Beyond the Survey, Understanding True Customer Experience with Conversational Analytics
Customer experience surveys have long been used by businesses to gauge customer satisfaction and improve their services. However,…
Unpacking the Customer Satisfaction Crisis – What Can Contact Centres do?
Unpacking the customer satisfaction crisis – What Can Contact Centres do? Tom Darnell, COO of IRIS Audio Technologies…
Achieving Customer Service Excellence with Data-Driven Insights
A Step-by-Step Guide to Achieving Customer Service Excellence with Data-Driven Insights – Contexta360 Discusses If you’re aiming to…
AI will Impact Customer Service Agents, But Not How We Anticipate
New Calabrio Contact Centre Research: AI will Impact Customer Service Agents, But Not How We Anticipate A global…
WFM ROI Calculator: Calculate in a Few Steps
WFM ROI Calculator: Calculate in a few steps – Try injixo’s WFM ROI Calculator for Contact Centres Navigating…
State of the Contact Centre 2023 – Calabrio Annual Report
State of the Contact Centre 2023 – Calabrio Annual Report about emerging trends, challenges, and expectations in customer…
Why Customer Journey Mapping is Your Contact Centre’s Secret Weapon
Mapping the Customer Journey – Why Customer Journey Mapping is Your Contact Centre’ Secret Weapon Know your business…
40% of CX Leaders Voted Contact Centre Reporting Top Challenge
40% of CX Leaders voted contact centre reporting as a top challenge in 2023 The latest research from…
The Digital Journey: Consumer Frustration and Loyalty
The Digital Journey: New Findings on Consumer Frustration and Loyalty within the contact centre Learn how to provide…
Zoopla Highlights Contact Centre Improvements Thanks to Ventrica
Zoopla Highlights Contact Centre Improvements Thanks to contact centre outsurce specialist Ventrica The numbers of customer service issues…
Serco Secure Lincolnshire County Council Customer Service Contract
Serco have been selected for new contract by Lincolnshire County Council to continue providing customer services, digital support…
Moneypenny’s New Bespoke Service Gives Tailored Support to Get Ahead
Moneypenny’s New Bespoke Service Gives Tailored Support to Get Ahead Leading contact centre outsourced communications provider Moneypenny has…
Sigma Connected Contact Centre Pledge Donations to Hospital
Sigma Connected Contact Centre pledge monthly donation to Birmingham Children’s Hospital A business outsourcing specialist has committed to…
8 Proven Success Strategies to Thrive in a Competitive Environment
The contact centre business process outsourcing (BPO) market, as you may know, is poised to grow at a…
Contact Centre Selects National Foodbank For Charity Partnership
Contact Centre Sigma Connected employees select Trussell Trust national foodbank for charity partnership Business outsourcing specialist Sigma Connected…
CCMA Launches Contact Centre Standards Framework
The CCMA (Call Centre Management Association) is proud to announce the launch of its Contact Centre Standards Framework,…
Cirrus Releases Game-Changing Upgrade To Their Contact Centre Platform
Cirrus, the leading contact centre solutions provider, have announced an upgrade to its revolutionary contact centre platform, and…
CCNNI & Cnect Partner Elephants Don’t Forget to Transform Contact Centres
CCNNI and Cnect Wales partnership with Elephants Don’t Forget to transform contact centre and agent performance Elephants Don’t…
Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide
Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Contact Centre Agent Management Industry Report Ranks…
Britannic Named Supplier on Crown Commercial Service’s Network Services
Britannic Named Supplier on Crown Commercial Service’s Network Services 3 Framework Facilitating the Procurement of UC, CC and…
Content Guru Integrates Google Business Messages into storm® Contact Centre
Content Guru Integrates Google Business Messages into its Cloud Customer Experience Solution storm® for contact centres Content Guru,…
Payment Orchestration – Why it’s Time to Call the Tune according to Encoded
Frictionless online payments reduce the risk of abandoned shopping baskets and increase customer loyalty. Rob Crutchington of Encoded…
How to Optimise your Workforce Management to Handle Peak Demand
Contact centres are some of the busiest work environments in the world. During peak demand periods – such…
Worksheet for creating your contact centre strategy
Worksheet for creating your contact centre strategy – Identify priorities and decide how to invest your resources –…
Beyond the Survey, Understanding True Customer Experience with Conversational Analytics
Customer experience surveys have long been used by businesses to gauge customer satisfaction and improve their services. However,…
The Ultimate Guide to Contact Centre Forecasting with Excel
The Ultimate Guide to Contact Centre Forecasting with Excel – Download the eBook from injixo Do you use…
Contact Centre Forecasting Fundamentals: How to Forecast Workload
Contact Centre Forecasting Fundamentals Part 1: How to Forecast Workload Contact centre forecasting is the cornerstone of planning.…