Deploying strategies to manage frustrated customers in the utility sector via the contact centre Echo Managed…
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.
More Chat, Less Bots – Why a Human-First approach is best
More chat, less bots ~ Why a human-first approach is best for mobile customer service at…
Contact Centre Burnout and what you can do about it
Why your employees suffer from contact centre burnout and what you can do about it Contact…
Contact Centre Agents Increasingly Prefer AI-Driven Solutions
Kore.ai’s Research Reveals Historic Shift as Contact Centre Agents and Consumers Increasingly Prefer AI-Driven Solutions Kore.ai…
Insights, the AI-Powered Business Intelligence Tool from Calabrio
Insights, the New AI-Powered Business Intelligence Tool from Calabrio, Accelerates Conversion of Data into Actionable Intelligence Fully…
Avaya Named Among Top Solutions for Contact Centre as a Service
Constellation Research Names Avaya in ShortLists™ Among Top Solutions for Contact Centre as a Service (CCaaS)…
Contact Centres in 2030: Where Humans and Machines Unite
Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite Kevin McGachy, Head…
Content Guru Named Strong Performer in CCaaS Voice of Customer Report
Content Guru Named a Strong Performer in the 2024 Gartner® Contact Centre CCaaS Voice of the…
Return of the Contact Centre Outsourcer
Return of the Contact Centre Outsourcer: How to Position Your Business for When Growth Returns to…
AI-Powered Customer Service: Revolutionising the Support Experience
The evolution of customer service has transitioned from traditional contact centres to digital platforms. This shift…
The Future of Contact Centres: Navigating the Metaverse
The journey from call centres to today’s contact centres is like watching black-and-white TV turn into…
ECCCSA Contact Centre Awards Open for Entries
The greatest awards programme in the European customer contact industry is now OPEN and accepting entries.…
Ventrica Adds Top Talent to Commercial Function
Ventrica, the Southend-on-Sea based outsource contact centre, is delighted to announce the appointment of two highly…
Poor Customer Service Costs UK firms Billions
Poor Customer Service Costs UK firms Billions – so why can’t they get it right? Since…
Fuel Card Services achieves Productivity Uplift with Noetica
Fuel Card Services achieves Productivity Uplift with Noetica’s Dialling Solution for Sales and Service Calls though…
Content Guru & DVLA Wins Best Technology Partnership Award
Content Guru and DVLA Wins “Best Technology Partnership” contact centre award at 2024 CCA Global Excellence…
The Unseen Scale of Nuisance Communications
Quadient warns of unseen scale of nuisance communications, as email scams push total complaints up by…
Content Guru Adds Enhanced Accessibility Features to storm®
Content Guru Adds Enhanced Accessibility Features to storm® to Enable Inclusive User Experiences storm becomes the…
Sabio Launch WFM e-book to Optimise Contact Centre Workforce
Sabio Group has launched a new e-book aimed at guiding organisations in the optimisation of their…