When it comes to reaping the full benefits of self-service, it is about planning and a…
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.
AI Isn’t For The Future – It’s Here Today
AI isn’t for the future – it’s here today and already transforming customer engagement Customer contact…
EE Recruiting 800 Contact Centre Agents Across UK
– New recruits will support EE’s ambitions to provide customers with the best service in the…
Injixo – How To Successfully Acheive Service Level
Download now, FREE eBook Offer How to successfully achieve Service Level 42 point checklist for call…
AI will dominate banking says Aspect Software
AI will dominate banking and less interaction will create a more human experience, says Aspect Software…
Contact Centre Issues That Need Talking About
Contact centre technology expert John Duffy looks at the challenges that plague call centre managers today…
Jabra Announces First Cashbacks Promotion of 2017
Jabra Announces first Cashbacks promotion of 2017 – Offers on professional headsets to provide UK and…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics” is a major independent analyst report, aimed at…
The Contact Squad – Now at a Contact Centre Near You
Recognize these guys? Help them be the best with NICE…
Cold Calling: Warming Cold Calls into Hot Prospects
Cold Calls: No one will be surprised if thought of cold calling makes you wince. The…
Queues and the Rule of Six = NO Frustrated Callers
Queues and the Rule of Six – Lee Mansell of TeleWare looks at the very British…
Engage Staff at Each Stage of the Employee Lifecycle
How to Engage Staff at Each Stage of the Employee Lifecycle – Una Lawlor is Content…
Business Systems wins Compliance Project award
Business Systems has won the award for Compliance Project of the Yearat the FStech Awards 2017,…
Intelecom Establishes a New Company – Puzzel
Intelecom establishes a new company Puzzel, to support growing customer demand in contact centre and mobile…
Aspect Software launches Aspect Via in Europe
Aspect Software is celebrating the European launch of its 100 per cent cloud-based Customer Engagement Centre…
Dimension Data: Customer Experience – The Uncomfortable Truth
Dimension Data: Organisations around the world are failing to implement effective digital strategies. As a result…
Stress in the Contact Centre and Employees Mental health
Almost 50% of working days lost due to work-related stress: How can businesses help their employees’…
UK leads Europe in IoT-Enabled Customer Experience Readiness
UK leads Europe in IoT-Enabled Customer Experience Readiness Genesys and Frost & Sullivan publish study on…