Contact Centres Establish New Normal of Home-Working
New research reveals how UK contact centres could establish a ‘new normal’ of home-working, with major benefits for employers and agents 74% of home-working contact…
Articles
Contact Centres Establish New Normal of Home-Working
New research reveals how UK contact centres could establish a ‘new normal’ of home-working, with major benefits for employers and agents 74% of home-working contact…
Case Studies
Pennon Water Keeps CX Flowing Thanks to Vonage and PCI Pal
Pennon Water Services keeps its customer experience flowing thanks to Vonage and PCI Pal® In partnership with Vonage, PCI Pal has implemented its cloud-based Agent…
Contact Centre Tips
How to Fine-Tune Your Contact Centre WFM Solution
Aspect Software: How to Fine-Tune Your Contact Centre WFM Solution to Help Managers Optimize Performance Contact Centre Agents on the front line are in a…
COVID-19
The Challenge of Contact Centre Staff Working From Home
How to meet the challenge of an increase in contact centre staff working from home – Martin Cross, CTO at Conn3ct explains With most employees…
Events
Contact Centre Webinar: Planning for the New Norm
Contact Centre Webinar: Planning for the New Norm: As part of the SVLHomeworking series, our latest event focuses on the challenges in migrating homeworkers back…
PCI/DSS – GDPR
Eckoh CallGuard Wins Twice at Card Not Present Awards 2020
Eckoh’s security solution CallGuard wins twice at the Card Not Present Awards 2020 Eckoh has won both the Judges Award and Customer Choice Award for…
Recruitment
TTEC Hiring Over 3,500 Remote Contact Centre Agents in UK
TTEC Hiring Over 3,500 Remote Contact Centre Agents in the United Kingdom TTEC expanding its award-winning remote workforce programme to the UK TTEC Holdings, a…
Social Media/Digital/AI
Sabio Achieves Twilio Gold Status to Bring AI to Contact Centres
Sabio Group Achieves Twilio Gold Partner Status to bring AI to the contact centre Following its recent acquisition of DVELP, a leading contact centre AI…
Awards
The 20th ECCCSA 2020 Now Open For Entries
The 20th European Contact Centre and Customer Service Awards 2020 will recognise brilliance in crisis response as they open for entries The greatest awards programme…
Cloud
UK Healthcare Contact Centre Accelerates Move to the Cloud
UK Healthcare Contact Centre Accelerates Move to the Cloud with NICE inContact CXone CXone selected for elasticity and scalability to handle increased call volume during…
Customer Service
The Power of Customer Service in Influencing Loyalty
Zendesk Releases New Research With Insights on the Power of Service in Influencing Customer Loyalty Annual flagship report validates that the ease and excellence of…
Downloads
Best Practice: Channel Choice – Putting Customers First
Contact Centre Best Practice: Channel Choice: Putting Customers First The number of channels available to consumers has skyrocketed. Stalwarts such as the telephone, email and…
Outsource
John Lewis Agree Contact Centre Contract with D&G
John Lewis & Partners agree 3-year Contact Centre Outsource Contract with Domestic & General (D&G) John Lewis & Partners has joined forces with the UK’s…
Products
Sytel Launches Global Compliance to Protect Contact Centres
Sytel Launches Global Compliance to Protect Consumers and Contact Centres Sytel have announced the launch of Global Compliance, available immediately, enabling contact centres to manage…
Reports
Consumers Switch after Poor Contact Centre Experience
British Businesses Lose Nearly £5 Billion due to Unplanned Customer Churn – New research shows 78% of UK consumers will switch vendors after a poor…
WhitePapers
White Paper: Contact Centre Operations to Work From Home
Aspect White Paper: Contact Centre Operations to Work From Home The Home Field Advantage: Business Continuity by Design The capability to seamlessly shift contact centre…