Ultracomms to partner with DOTS at major UK conference exploring innovative customer engagement technologies Ultracomms is…
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.
Where Does AI Belong in the Retail Customer Experience?
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy…
SSCL Newport Announces New Contact Centre Jobs
Shared Services Connected Limited (SSCL) has announced 50 new contact centre jobs at its Customer Service…
Seven Ways Contact Centres Can Be Better Places to Work
Seven ways contact centres can be better places to work – Karen Keenan, senior consultant, Call…
ContentGuru Named G-Cloud 10 Approved Supplier
The Crown Commercial Service (CCS) has awarded Content Guru a place on the G-Cloud 10 framework…
Business Systems Awarded ‘Partner of the Year’ 2018 by NICE
Business Systems – Champions Cloud Interactions as NICE LTD’S – ‘Partner of the Year’ 2018 Sharing…
Motivate Employees in a Customer Experience Transformation
How To Motivate Employees in a Customer Experience Transformation – Cameron Smith, Global Director of Solution Strategy…
Abbreviated Truth About Cloud in Small Contact Centres
The cloud presents amazing opportunities for small businesses. It allows them to focus on the business,…
Nationwide & MatsSoft Celebrate 14-Year Anniversary
Nationwide and MatsSoft celebrate 14-year anniversary with license renewal to strengthen digital-first strategy – MATS will…
Contact Centres Failing to Engage & Retain Customer Service Agents
Contact centres failing to engage and retain young Millennial and GenZ customer service agents • 2nd…
12 Steps to Health & Well Being in your Contact Centre
At Echo-U, a customer contact centre based in Newcastle and Bournemouth, the health and wellbeing of…
Chatbots & AI are Here to Stay in Your Contact Centre
Chatbots and AI are Here to Stay: Learn How to Use Them in Your Contact Centre…
Arvato CRM Named Retail Leader in New Report
Global customer services provider Arvato has been named as a leader for its capabilities in the…
Staff Churn – An Unsustainable Reality
Survey after survey show that average employee turnover in the contact centre sector is consistently over…
NLP & Pursuit of Customer Self-Service Excellence
Natural language processing and the pursuit of excellent customer self-service – Stephen Ball, Senior VP Europe…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations…
Contact Centre Superagents – 6 Reasons to Celebrate
Rather than fear robots taking over the contact centre, Nick Smith at Teleopti says it’s time…
Arvato CRM Solutions Named as Contact Centre Leader
Arvato CRM Solutions Named as Contact Centre Outsourcing Leader for second consecutive year • Arvato CRM…
CallMiner Recognised as Having the Most Advanced Speech Analytics Functionality
Leading Independent Research Firm Recognizes CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality CallMiner…