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Contact Centre Articles

Brits Prefer Traditional Phone Calls to Emails for Customer Support

New Research Reveals Brits Prefer Traditional Phone Calls to Emails for Customer Support in contact centres –  69%…

The Benefits of Personalisation in CX in your Contact Centre

The benefits of personalisation in CX in your contact centre The customer experience is pivotal to maintaining customer…

Contact Centre Tips

Your Organisation’s Way to Productive Meetings according to Jabra

Your organisation’s way to productive meetings –  Nigel Dunn, Managing Director, EMEA North, Jabra What would you say…

Black Friday Success Hinges on Memorable Online Experiences

Navigating the Digital Frontier: How Black Friday Success Hinges on Memorable Online Experiences By Jon Brooks, Head of…

Injixo

Contact Centre Artifical Intelligence

Navigating the Future with Contact Centre AI Solutions

Artificial Intelligence (AI) will drive transformative growth in contact centres’s future. By 2023, the worldwide contact centre market…

Content Guru Announces Expansion of Generative AI with brain® Solution

Content Guru Announces Major Expansion of Generative AI Support Within its brain® Solution Content Guru, a leading global…

Contact Centre Customer Experience/CX

86% Abandon Brands over Poor Customer Service

86% abandon brands over poor customer service in the contact centre according to nShift Taking direct control of…

How Insurers can Improve CX Amid Skyrocketing Complaints

Recent statistics from the Financial Ombudsman have revealed an alarming surge in the number of customer complaints within…

Contact Centre Case Studies

Britannic Streamline Breast Cancer Now’s Telephony

Britannic Streamline Breast Cancer Now’s Telephony – Ensuring Customers Always Get Through First Time to their Contact Centre…

Sterling Insurance Uses Noetica to Identify & Prioritise Contact Centre Calls

Sterling Insurance Uses Noetica to Identify and Prioritise Calls at their contact centre based on Urgency and Respond…

CallMiner Download

Contact Centre Downloads/White Papers

Customer Experience Foundation ‘Retail CX Report’

The latest report from the Customer Experience Foundation “Retail CX Report” is now available for FREE download Key…

New Calabrio Research: The Impact of AI on Contact Centre Agents

New Research from Calabrio: The Impact of AI on Contact Centre Agents Are Your Agents Ready for Future…

Contact Centre Outsource

Echo Managed Services Secure Contract with Northern Ireland Water

Echo Managed Services to deliver specialist customer service and new software to Northern Ireland Water following competitive tender.…

CC33 Fundraiser in Aid of Cash for Kids

There is just a week to go to Contact Centre Outsource Company CC33’s 2nd annual Charity Fundraiser in…

Contact Centre Products

PCI Pal Teams up with Zoom to Create Exceptional Secure Payment Experiences

PCI Pal Teams up with Zoom to Create Exceptional Secure Payment Experiences PCI Pal have announced it has…

Five9 Announces Five9 OneStudent for Better Student Engagement

Five9 Announces Five9 OneStudent to Help Higher Education Answer the Call for Better Student Engagement Five9 OneStudent delivers…

Contact Centre Awards

Winners Announced at European Contact Centre & Customer Service Awards

Austria, Czechia, France, Germany, Greece, Poland, Portugal, Spain and the UK amongst winners at the greatest customer contact…

Winners Revealed at CCNNI Contact Centre Awards

Winners revealed at the 2023 CCNNI Awards organised by Contact Centre Network NI (CCNNI) Northern Ireland’s heroes in…

Contact Centre Cloud

Cloud v On-Premise: Why it’s a Matter of Contact Centre Choice

Cloud v on-premise: why it’s a matter of contact centre choice – Enghouse explains to do’s and dont’s…

Content Guru storm Named as a Chrome Enterprise Recommended Solution

Content Guru’s storm Named as a Chrome Enterprise Recommended Solution Content Guru, one of the world’s leading providers…

Contact Centre PCI-DSS

PCI Pal Teams up with Zoom to Create Exceptional Secure Payment Experiences

PCI Pal Teams up with Zoom to Create Exceptional Secure Payment Experiences PCI Pal have announced it has…

Encoded Approved as Visa Direct Preferred Partner

Encoded, a leading provider of payment orchestration and gateway solutions, today announced its new partnership with Visa and…

Contact Centre Recruitment

British Gas on 700 Recruitment Drive in its UK Contact Centres

British Gas hiring over 700 people in its UK contact centres – New staff across Edinburgh, Leeds, Cardiff,…

BT Alness Contact Centre Set to Close

BT Alness contact centre, which employs 100 staff,  is set to close in the New Year the telecoms…

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