As the boundaries between our home and working lives blur and we adapt to longer-term home…
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.
Gamification: Improving Contact Centre Agents
Reshaping user experience and improving contact centre agent satisfaction through gamification Meeting KPIs and ever-demanding customer…
Noble IVR Reduces Hold Times for Improved CX
Noble IVR Helps Companies Reduce Hold Times for Improved Customer Service Noble Systems, a global leader…
PCI Pal Releases Cyber Security & Compliance Predictions for 2021
Predicting the Unpredictable: PCI Pal releases cyber security and compliance predictions for 2021 Geoff Forsyth, CISO,…
ResQ Create 120 Permanent Jobs at Hull Contact Centre
ResQ to create 120 new permanent contact centre jobs in Hull ResQ, the leading outsourced contact…
Contact Centre Solution Achieves Microsoft Certification
Enghouse Interactive’s flagship Contact Centre solution achieves certification under prestigious Microsoft Teams Programme Leading contact centre…
TTEC Accelerates Outsource Growth Strategy in EMEA
TTEC Accelerates Growth Strategy in their EMEA contact centres with Addition of Industry Veteran Alistair Niederer TTEC…
CCMA Contact Centre Research Reveals Chatbot Trust Gap
Latest CCMA Contact Centre Research reveals chatbot trust gap The latest research from the CCMA (Call…
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…