Five ways to make your contact centre more powerful Consumers expect more from contact centres Simon…
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.
Direct Save Telecom create jobs at Birmingham contact centre
Telecommunications provider Direct Save Telecom have announced that the company will create 150 jobs over the…
Webhelp UK Shortlisted for Customer Focus Award
Webhelp UK has been announced as a finalist for the ‘Quality Monitoring Customer Focus Award’ at…
Retaining customers: You don’t know what you got ‘til it’s gone
With this week’s news that none of the ‘Big Six’ energy suppliers answered the phone to…
CCMS Launch Business Catalyst Packages for Contact Centres
Contact Center Managed Services UK Ltd have launched an innovative range of Consultancy packages, designed to…
Abandoned and Nuisance calls – the blight of the contact centre industry
Perhaps the hot topic this week has got to be nuisance and abandoned calls especially in…
Firstsource recruitment drive at Middlesbrough contact centre
Firstsource have announced a recruitment drive at its Middlesbrough based contact centre after securing an outsource…
Ofcom get tough on abandoned calls from contact centres
Ofcom has fined two companies a total of £40,000 for making abandoned calls. Separate investigations into…
One size fits no one… Why personal service matters in B2B businesses
One size fits no one… Why personal service matters in B2B businesses – and how you…
ContactBabel – UK Contact Centres in 2015: The State of the Industry & Technology Penetration
1 in every 25 jobs in the UK is within the contact centre industry according to…
Avaya and Google Collaborate on Contact Centre Solutions
Avaya have announced it is working with Google on innovative contact centre solutions for businesses. The…
Why Good Customer Service is not just for Christmas
Jeremy Payne of Enghouse Interactive looks at “Why Good Customer Service is not just for Christmas”…
Callers wait for Presley, Pavarotti and Katy Perry when calling contact centres
“In simple terms the Top 3 means music from the likes of Elvis Presley, Luciano Pavarotti…
Scottish Gas create 230 jobs to cope with increased Winter volumes
Scottish Gas has created 230 new jobs across its contact centres…
The right and wrong ways to use IVR in contact centres
While frustrating IVR menus, confusing options, and difficulty in connecting to live agents are all reasons…
How to Improve Customer Contact Performance and Deliver Great Customer
Customer engagement in today’s multi-channel environment is challenging and sometimes considered complex, but it really doesn’t…
R Systems Europe Acquired by Webhelp Group
The Webhelp Group, parent company of Webhelp UK, has today announced the acquisition of R Systems…
Connect from Intelecom now fully integrated with Salesforce
Intelecom Group AS has launched a new application on the Salesforce AppExchange to allow a seamless…
CCMA Training Programmes – Run by Call Centre Professionals
The Call Centre Management Association (CCMA) have announced their January Training Programmes – Run by Call…