Five9 Announces AI Integration with Salesforce for a Unified View of the Customer Full integration of…
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.
Motorway & Business Systems Scoop Partnership Award at Forum 2024
Business Systems Ltd and Motorway, the UK’s fastest growing used-car marketplace, have been announced as the…
Transforming the Citizen Experience via the Contact Centre
Citizens are the customers of public sector organisations. As consumers, they expect to have access to…
Calabrio Continues Public Sector Momentum with StateRAMP & TX-RAMP Certifications
Calabrio, the workforce performance company, announced at Customer Contact Week (CCW) its StateRAMP and TX-RAMP certifications…
Evri announces £1m investment into AI Strategy to Transform CX
Evri announces £1 million investment into AI strategy to further transform the customer experience through its…
Navigate the Election Year in CX
Navigate the Election Year in CX The election year of 2024 presents a unique set of…
Cnect Wales Awards – Now Open for Entries
Recognition Starts Here! The 2024 Cnect Wales Awards are now open for entry, showcasing the very…
Cnect Wales Launches Contact Centre Training Programme
Cnect Wales launches Contact Centre training programme, opening career pathways into the customer service industry. Tackling…
Contact Centre Security Report: Key Findings
If you’re pressed for time, but keen to know the key findings of our latest contact…
Whitepaper: Building a future with Technology, People & AI
Contact Centre WhitePaper: Building a future with Technology, People & AI – Welcome to the Future…
Ventrica Your FCA Approved Contact Centre
Your FCA Approved Contact Centre – Ventrica regulated and accredited by the FCA As one of…
Transforming Retail: Interview with Tatum Bisley on AI and Industry Evolution
Transforming Retail: An Interview with Tatum Bisley on AI and Industry Evolution within the contact centre…
How Generative AI is Changing Customer Service in Contact Centres
How Generative AI is changing customer service: challenges and opportunities in employment and efficiency for the…
Unleashing the Hero within Your Contact Centre Agents
Unleashing the Hero within Your Contact Centre Agents – Join IPI at their Next Spotlight event…
The Shift to Online Self-Service has Only Just Begun
In a previous article we discussed the key customer service soft skills that transform a good…
Workforce Management Challenges for BPOs
The business process outsourcing (BPO) industry is thriving in the UK, where the sector’s revenue is…
Is Your Salesforce CRM Stuck in a Rut?
These days, many organisations find themselves grappling with a common dilemma: is their Salesforce CRM still…
Ofcom Fines BT £2.8m for failing its EE and Plusnet Customers
– EE and Plusnet – owned by BT – failed to implement new rules that help…
Sabio’s Wellbeing Companion Now Available on the Genesys AppFoundry
Sabio Group has announced its new Wellbeing Companion solution is now available in the Genesys AppFoundry…