ICO Warns About Costly Consequences of Nuisance Calls
Companies carrying out direct marketing have been reminded that properly screening numbers against the Telephone Preference Service (TPS) register is…
Articles
Is The Era of Working While Travelling Over asks Webhelp
A recent consumer survey conducted by global customer experience expert, Webhelp, has revealed that only 9% of those asked claimed…
Case Studies
Home Security Company Ring Deploy Aspect Via™
Home security company Ring to deploy Aspect Via™ Workforce Management ™ solution – Aspect Via Workforce Management (WFM) will be…
Contact Centre Tips
Ten Key Steps to ensure Speech Analytics Success
Ten Key Steps that businesses should follow to ensure Speech Analytics Success Customer experience technology specialist Sabio has identified Ten…
Downloads
The Contact Centre Manager Handbook to Agent Happiness
The contact centre Manager Handbook to Agent Happiness – Evaluagent A guide by Evaluagent for leaders and managers in the…
Outsource
Ensuring Re-Shoring Doesn’t Cost Contact Centre Customers
The trend for offshoring services started in the 1990s, with organisations seduced by the prospect of cost reductions of as…
Products
Clarabridge Announces Clara, a New Omnichannel Intelligent Agent
Clarabridge Announces Clara, a New Omnichannel Intelligent Agent for Customer Experience Clarabridge, Inc., have introduced Clara, an intelligent agent powered…
Social Media/Digital
Eighty-Five Percent of Contact Centres Want Artificial Intelligence
Research report examines how contact centres are adapting to new innovative technologies, such as Artificial Intelligence and Internet of Things….
Awards
ECCCSA 2017 Shortlist Announced Let The Judging Begin!
ECCCSA 2017 shortlist announced as tickets for the Awards Dinner go on sale – Belgium, Bulgaria, Germany, France, Greece, Hungary,…
Cloud
Business Case For Moving Your Contact Centre to the Cloud
How to put together a business case for moving your contact centre to the cloud – Enda Kenneally, VP of…
Customer Service
5 Ways to Reduce Customer Effort In the Contact Centre
5 Ways to reduce customer effort in contact centres and eliminate dumb contacts Colin Hay at Puzzel outlines 5 smarter…
Events
Webinar: How Back-Office Organisations Optimise Workforce
How Back-Office Organisations Optimise Workforce and Operations Using Traditional Call Centre Model Rochester Regional Health joins Genesys in August 30-31…
PCI DSS
GDPR – Take a lead from PCI DSS in your contact centre
Robert Crutchington and Matthew Tyler outline how applying the same principles as PCI DSS can help to meet the challenges…
Recruitment
SVL Business Solutions Makes Senior Appointments
SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has appointed Catriona…
WhitePapers
UK Retail Customer Experience Failing To Improve
UK Retail Customer Experience failing to improve with nearly 50% of queries left unanswered Eptica study finds consumers more likely…
