ICO Fines Funeral Directors Contact Centre £80k
ICO fines funeral plan firm and asks public to help elderly relatives to report nuisance calls from unscrupulous contact centres…
Articles
Channel Shift: Customers like it only on their Terms!
Channel shift: customers like it, but only on their own terms! Stephen Ball, Senior VP Europe & Africa at Aspect…
Case Studies
National Express Uses WFM to Keep Passengers Moving
National Express Uses Teleopti Workforce Management to Keep Passengers on the Move Teleopti have announced that National Express, the largest…
Contact Centre Tips
Centralised or De-Centralised WFM in the Contact Centre
Centralised or de-centraliszed WFM in the contact centre: 5 ways to strike the perfect balance New business models and organisational…
Customer Experience
UK Customer Experience Decision-Makers Guide
The 2019 UK Customer Experience Decision-Makers’ Guide is based on hundreds of surveys with UK businesses, and thousands of interviews…
Events
Does your Contact Centre Measure Against the Competition?
How Does your Contact Centre Measure Against the Competition? How does your contact centre compare to your competitors? Are your…
PCI/DSS – GDPR
Consumer Contact Centre Experiences in the age of GDPR
Consumer contact centre experiences in the age of the GDPR It’s still good to talk! But there’s plenty to improve…
Recruitment
Noble Systems Hires 500th Employee
Noble Systems, a global leader in omnichannel contact centre technology solutions, today announced that it has reached a new milestone…
Social Media/Digital/AI
Why Your Contact Centre Needs Social Media
Why Your Contact Centre Needs Social Media Social media has cemented its role in society, fast becoming an established part…
Awards
Nominations Close For National Contact Centre Awards
Nominations close for 2019 UK National Contact Centre Awards – 25% increase in entries compared to last year – Face-to-face…
Cloud
Greater Bank Digital Transformation with Genesys Purecloud
Greater Bank underpins local growth and development with global cloud technology from Genesys Greater Bank starts its digital transformation of…
Customer Service
The Changing Face of Customer Loyalty in Contact Centres
The changing face of customer loyalty – Dino Forte, CEO at contact centre outsourcer Ventrica, explores to what extent consumers…
Downloads
Does your Contact Centre Measure Against the Competition?
How Does your Contact Centre Measure Against the Competition? How does your contact centre compare to your competitors? Are your…
Outsource
ICO Fines Funeral Directors Contact Centre £80k
ICO fines funeral plan firm and asks public to help elderly relatives to report nuisance calls from unscrupulous contact centres…
Products
NICE inContact CXone Adds Artificial Intelligence Capabilities
NICE inContact CXone Spring 2019 Release Adds End-to-End Artificial Intelligence (AI) Capabilities NICE inContact have announced the Spring 2019 release…
Reports
UK Consumers Switch Brands if Trust Breaks Down
79% of UK consumers will switch brand if trust breaks down Eptica research finds automotive, technology, insurance and government least…
WhitePapers
What’s Happening with AI in the Contact Centre?
Visit any typical contact centre today and one thing is constant: the sheer number of people involved. Visit any modern…