Resistance to change – the arch nemesis of customer experience According to Patrik Vesterberg, at Teleopti,…
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.
Reasons to Enter National Contact Centre Awards
6 Great Reasons to Enter the UK National Contact Centre Awards Ann-Marie Stagg, CEO of the…
NICE to Present the Future of Contact Centres
NICE to Present the Future of Contact Centres at CCW 2019 – February 18-21, 2019 at…
TTEC Establishes Customer Experience Operations in Greece
TTEC Establishes Customer Experience Operations in Greece, Extends European Footprint to Provide Regional Expertise 250 new…
The Contact Centre: From Physical Asset to Agile Function
We’ve spoken a lot recently about technologies that are shaping the customer experience and helping to…
Contact Centre Agent Engagement & Performance
Using Gamification to Power Contact Centre Agent Engagement & Performance Gamification has become a significant component…
De-scoping from PCI DSS in the Contact Centre
De-scoping from PCI DSS in contact centres: DTMF masking becomes the new standard The third edition…
Event: The Future of Payments and Compliance
PCI Pal and Pay360 by Capita host ‘The Future of Payments and Compliance’ PCI Pal, the…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they…
What is Digital Transformation in the Contact Centre?
We now live in a world where our fridges can order food, our wearables can track…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud…
Court Users to Benefit From New Contact Centres
People across the country will benefit from two new Courts & Tribunals Contact Centres opening today…
Contact Centre Management: It’s time to change the metrics
Customer Service Management: It’s time to change the metrics Dino Forte, CEO, Ventrica argues that in…
21st Welsh Contact Centre Awards – Shortlist Announced
“Newcomer nominees prove contact centres provide real careers” says industry leader as of the 21st anniversary…
How to Improve Customer Satisfaction with Self-Service
How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains…
5 Components of an Emotional Intelligent AI Contact Centre
How can we ensure the success of customer engagements in the contact centre in this rapidly…
General Motors Deploys NICE Across 65 Contact Centres
General Motors Deploys NICE Performance Management to Improve Employee Collaboration While Putting Customers First Across 65…
Teleperformance Wins Major Banking Outsource Contract
The UK banking group CYBG has extended its outsource contact centre contract with Teleperformance, the worldwide…