Latest CCMA Contact Centre Research reveals chatbot trust gap The latest research from the CCMA (Call…
Author: Contact- Centres
Perry Sanger first entered the Contact Centre industry back in 1990 so has seen and reported on the transition from call centre to multi-channel contact centre that we know today.
The Role of Cloud Contact Centres in Covid-19 Recovery
The role of cloud contact centres in supporting Covid-19 recovery and driving SMB growth While many…
White Papers & Guides: The Power of Emotion in Customer Service
Contact Centre White Papers & Guides – The Power of Emotion in Customer Service from Business…
Swinton Group Boosts Net Promoter Score by 11 Percent
Swinton Group Boosts contact centre Net Promoter Score by 11 Percent with NICE Attended Automation NICE’s…
Financial Services Wasting Millions in Call Volumes
Financial services sector wasting millions in unnecessary call centre volumes A new research report from Go…
What’s Hot and What’s Not In Contact Centres 2021
2021 predictions – David Parry-Jones, VP of EMEA at Twilio 1. The demand to engage digitally,…
UK National Contact Centre Awards Open for Nominations
The UK National Contact Centre Awards 2021 are now accepting nominations, according to organisers the CCMA…
SVL launches instructional Legacy Data EBooks
SVL launches instructional Legacy Data EBooks for Public Safety and Financial Services sectors. With Legacy Data…
Wave Goodbye to 2020: What’s in store for 2021?
Wave Goodbye to 2020: What’s in store for 2021? As we say farewell to 2020 there…
2021: The Year Customer Service Becomes More Human
contact centres 2021: the year that customer service becomes more human Brian Atkinson, GM and VP…
PCI Pal supports InsureandGo with Payment Security and Compliance
PCI Pal® supports InsureandGo with payment security and compliance InsureandGo Insurance Services in the UK, Republic…
AI & Live Chat: A Winning Combination for Contact Centres
AI & Live Chat: a winning combination for contact centres – Customers expect immediate results but…
SVL Partner with Decode Cyber Solutions to Improve Online Safety
SVL announces partnership with Decode Cyber Solutions to improve online safety and security and prevent card…
Puzzel Launches Disruptive Solutions to Transform CX
Puzzel launches disruptive new solutions packages to transform customer experience in Europe Puzzel launches disruptive new…
Saving Lives Through Responsible Debt Management
Saving lives through responsible debt management – Nic Marshall, CEO, ResQ 100,000 people in England attempt…
Webinar: The Impact of Brexit on the Contact Centre
The Impact of Brexit on the Contact Centre From January 2021, the UK’s transition period after…
Top Performing Trends in the Contact Centre Industry
Top Performing Contact Centre Trends By Iain Banks, Group Vice President at TTEC EMEA This year,…
Cardiff City Council Team with Netcall to Support Test & Trace
Cardiff City Council teams up with Netcall to support Test, Trace and Protect efforts – By…