Behind each successful UC deployment is a sound UC strategy. To pave the way for 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.
Mitigating security risk by sensitive call recordings
Protecting your legacy – mitigating the security risk posed to businesses by sensitive customer call recordings…
Just What is The Customer Happiness Index?
Just What is The Customer Happiness Index? Alan Weaser of VIRTUATel explains the metrics behind the…
PCI DSS in Contact Centres – Syntec White Paper
PCI DSS in Contact Centres: This updated report presents the findings of our investigation into how…
Capita Signs Gold Partner Agreement with Interactive Intelligence
Capita IT Enterprise Services has signed a Gold Partner agreement with Interactive Intelligence Group Inc. a…
Robots are Coming but are they taking over the Contact Centre?
“The Robots are Coming”… but are they really Taking over the Contact Centre? by Jeremy Payne,…
A four step plan for contact centres to learn from the Military
Contact centres can learn from the Military when it comes to delivering excellent customer service using…
Content Guru to Launch WebRTC Integration for Utilities
Content Guru is set to launch WebRTC integration with its storm® LOSS™ utilities solution at this…
Which? warns of the dangers of a PPI time limit
Which? warns the Financial Conduct Authority (FCA) that its plans to introduce a time limit on consumers claiming compensation for…
Webinar: Scheduling your way to Service Excellence in the Housing Market
Are you ready for the new housing customers? Scheduling your way to Service Excellence This webinar…
DX selects Sabio for telephony infrastructure
Logistics firm DX selects Sabio for telephony infrastructure Successfully replaces over 80 disparate telephony systems with…
Webinar: 5 Contact Centre Best Practices You can implement today
Webinar: Figleaves and Intelecom present 5 contact centre management best practices that you can implement today…
5 Common CX Mistakes in the Contact Centre
5 common CX mistakes in the contact centre, and how to fix them – Stephen Ball,…
Eptica unveils new strategy and branding
Eptica unveils new strategy and branding, focused on enabling meaningful conversations between organisations and individuals As…
Cairn Housing and The Highland Council Enhance Service Delivery
Cairn Housing and The Highland Council enhance service delivery using Netcall’s Customer Experience Manager to deliver…
Are you listening to your customers and agents?
Are you listening to your customers and agents? Find out how listening to both customers and…
Customer Service Skills Every Call Centre Agent Should Have
Call centre agents are on the front lines of customer service, entrusted with the demanding task…