NICE Engagement with Microsoft Across Multiple Platforms
NICE announced it is expanding its collaboration with Microsoft, and will develop new integrations for Microsoft Teams. With soon to…
Articles
Digital Transformation in the Contact Centre – Nigel Dunn Jabra
Digital transformation in the contact centre – Nigel Dunn, Managing Director, Jabra EMEA North What drives change in an organisation?…
Case Studies
Newstel Selects Puzzel for Global Contact Centre
Newstel GmbH selects Puzzel for global contact centre – New solution to support 45 staff in Germany, Poland and the…
Contact Centre Tips
7 Steps to Contact Centre Agent Happiness
7 Steps to CSR happiness Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it…
Customer Experience
Hyper Personalisation Transforms Customer Experience
Hyper personalisation transforms the customer experience – Contact centres failing to provide a hyper personalised experience for its customers will…
Events
Puzzel Contact Centre Conference: Get Connected 2019
Puzzel Contact Centre Conference 2019 – Get Connected Welcome to the Hybrid Workforce – humans and technology working together Speakers…
PCI/DSS – GDPR
UK Business Struggling With GDPR Data Requests
UK Businesses Struggling to cope with spike in with GDPR Data Requests new research from business process outsourcer Parseq reveals….
Recruitment
RBS Cut 150 Jobs at Greenock Contact Centre
It has been announced that RBS are axing 150 jobs at their Greenock based contact centre. The contact centre currently…
Social Media/Digital/AI
Will Automation Spell The End For Contact Centres?
Contact centres are often described as modern-day factories, and their employees just as vulnerable to automation as factory workers were…
Awards
Entries Invited for Contact Centre Network NI Awards
Entries invited for the 2019 Contact Centre Network NI Awards – Entries are being sought from amongst the thousands of…
Cloud
Foehn Achieves G-Cloud 11 Approval Across Product Suite
Foehn achieves G-Cloud 11 approval across full product suite The government’s Crown Commercial Services has confirmed that Foehn is approved…
Customer Service
Putting the Pride Back in Customer Service – Sion Lewis, LogMeIn
Putting the pride back in customer service Sion Lewis, VP of EMEA at LogMeIn, considers why there needs to be…
Downloads
Download: 2019-20 UK CX Decision-Makers’ Guide
The 2019-20 UK CX Decision-Makers’ Guide “The 2019-20 UK Customer Experience Decision-Makers’ Guide”, based on surveys with 233 UK organisations…
Outsource
Ant Marketing To Open New Sheffield Contact Centre
Ant Marketing announce the opening of an additional contact centre in Sheffield employing 80 new staff. Following a new client…
Products
Vauxhall launches Apple Business Chat with IMImobile
Vauxhall launches Apple Business Chat with IMImobile – Car manufacturer to use Apple Business Chat to provide customer support and…
Reports
Download: 2019-20 UK CX Decision-Makers’ Guide
The 2019-20 UK CX Decision-Makers’ Guide “The 2019-20 UK Customer Experience Decision-Makers’ Guide”, based on surveys with 233 UK organisations…
WhitePapers
Employees Ready to be Empowered by Automation Tech
75% of responses indicate employees believe Robotic Process Automation will improve their performance, reduce errors, grow sales and increase customer…