David Cousins, of Capita Collaboration Technologies, explores how the role of the customer experience agent 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.
Interactive Intelligence Named Leader in Magic Quadrant for Contact Centres
Interactive Intelligence has been named a Leader in the Gartner Magic Quadrant for Contact Centre Infrastructure…
Tips for Return On Investment on WFM in the contact centre
Three Tips for Return On Investment on WFM in the contact centre – Dave Hoekstra of…
Virgin Trains Newcastle Contact Centre Officially Opened
Virgin Trains have officially opened their new customer contact centre in Newcastle which will create up…
The Entertainer Uses Transversal Tech in Contact Centre
The Entertainer extends Transversal’s technology into its contact centre Transversal, a Cambridge-based provider of cognitive knowledge…
eBook 6 Things People Expect from your Contact Centre
eBook: Six Things that people expect from your contact centre in the Digital Age. ARE YOU…
Enghouse Interactive Heralds The Age of the Digital Customer
Enghouse Interactive Heralds “The Age of the Digital Customer” at CX16 Customer Experience Event Enghouse Interactive…
Webhelp Nominated for Two 2016 Engage Awards
Webhelp receives two nominations for the 2016 Engage Awards Leading global customer experience and business process…
The Forum Awards – and the Winners are…..
Winners of the 2016 Quality & Customer Experience and Data, Analytics & Insight Awards were announced…
EC Outsourcing Create Contact Centre Jobs
EC Outsourcing, the Boldon based contact centre specialising in energy and utilities, has announced plans to…
Fine Balance Needed Between Software Robots and Humans
Fine balance needed between software robots and humans, says eg solutions Many organisations with large numbers…
What you need to know about agent experience
What you need to know about the agent experience – Gain insights and tips for your…
Inisoft Unveil New Brand and Unified Agent Desktop at Expo
Inisoft will unveil new brand identity alongside powerful unified agent desktop platform at the CC Expo…
NICE Ring The Nasdaq Market Opening Bell
On Monday (12th September 2016) NICE rang the Nasdaq market Opening Bell, in celebration of a…
Contact Centres Out Of Touch According to New Study
New study reveals customer experience is getting worse; contact centres out of touch with the reality…
We’ve made a mistake – Sorry
Yep hands up we goofed….. We have an unwritten rule in the office that should anyone…