Purpose-Built CX Platforms ensure banks are meeting the needs of vulnerable customers within the contact centre…
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.
All Consumers Want is Responsive Customer Service
New YouGov Research Shows Consumers of All Ages Want Responsive Customer Service and Data Security Nearly…
Gala Technology partners with SVL Business Solutions
Gala Technology partners with SVL Business Solutions to bring an award-winning PCI Compliance solution to Contact…
2 million Adults Don’t Know When To Call 999
More than 2 million adults don’t know when to call 999 – Adults call 999 twice…
Puzzel Extend Collaboration with SAS to Deliver Contact Centre Solution
Puzzel extends its collaboration with SAS and delivers a new global contact centre solution to the…
Ventrica Appoints Chief Service Delivery Officer
Ventrica appoints Kathryn Chivers as Chief Service Delivery Officer to shape operational and client excellence Ventrica,…
Five Years of Answering Dog & Bone at Contact Centre
Five years of answering the dog and bone at Dogs Trust Contact Centre Dogs Trust’s national…
5 Customer Experience Metrics You Need to Track
Making an argument in support of excellent customer experience (CX) is not hard at all. In…
Are Consumers Ready for Automated Customer Service?
CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers…
4net Technologies Win Contract with HM Courts & Tribunals Service
4net Technologies wins £16.3m contract to help deliver HM Courts & Tribunals Service Reform project Latest…
Blog: Can a Contact Centre learn from Starbucks?
Can a contact centre learn from Starbucks? Prior to starting work at contact-centres.com Towers I usually…
Hillarys Transforms Contact Centre Operations with IPI
Hillarys transforms contact centre operations with IPI Contact centre enhancements save £500K in first year, reduce…
Semafone adds new accessibility features to Cardprotect Voice+
Semafone adds new accessibility features to award-winning Cardprotect Voice+ payments solution Enabling contact centres to serve…
Top Tips for Introducing Agent Self-Scoring Evaluations
Top tips for introducing contact centre agent self-scoring evaluations Self-scoring, self evaluations, self reflection, whatever you…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics”, the 4th edition of the definitive research into…
Cloud Contact Centre Users Get 18% Higher Customer Satisfaction
Organisations With Cloud Contact Centre Technology Report 18 Percent Higher Customer Satisfaction NICE inContact CX Transformation…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media…
Contact Centre Evolution: AI Hype vs. Reality
Contact centre evolution: AI hype vs. reality Ajmal Mahmood, Customer Contact Propositions Lead at KCOM As…
Content Guru Winners at Cloud Excellence Awards 2019
Content Guru Announced as Winners at Computing Cloud Excellence Awards 2019 Global leader in cloud communications…