Gold Standard will give you the evidence you need to drive change and improvements. High quality…
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.
Sabio: Moving towards a better balance between contact centre security and customer effort levels
Last year’s Sabio/Avaya research into the security concerns of some 2,000 UK consumers found that security…
RESPONSE’s Brian Bannatyne named ‘Chief Executive of the Year’
Leading UK customer management specialists RESPONSE were celebrating more success after taking home another top accolade…
Noetica and SATMAP Partner to Integrate Predictive Dialler
Noetica have announced its partnership with SATMAP. The partnership sees SATMAP’s cloud-based contact centre agent and…
Domestic and General recruiting at Brighton Contact Centre
Warranty company Domestic and General have announced the creation of 110 jobs at the company’s Brighton…
Verint Placed in “Leaders” Quadrant of Gartner’s New Magic Quadrant for Customer Engagement Centre Workforce Optimisation
Verint® Systems Inc. have announced that it has been positioned in the “Leaders Quadrant” of the…
Improve customer contact performance and delight customers!
Improving contact centre performance is an ongoing challenge. VoiceSage focus on some of the key elements…
Cloudy outlook is clearing for customer service
Customer expectations driving contact centres to the cloud, but protection of customer data is still a…
Sabio – Building a platform for effective customer engagement at Carnival UK
For a major global cruise company such as Carnival, the contact centre plays a key role…
Time to stop talking about call centres?
Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’…
ScottishPower must meet Ofgem’s customer service targets
ScottishPower must answer all customer queries promptly, reduce billing backlog and resolve all outstanding Ombudsman complaints…
Netcall Survey: 95% of consumers say contact centres fall short on FCR
Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Ensuring a Productive and Happy Contact Centre
According to contact centre analyst ContactBabel, there are 5,675 call centres in the UK employing 1,125,000…
Case Study: Scotts & Co
Scotts Ltd is a large UK catalogue and website retailer currently operating several brands relating to gifts,…
Money Saved on Remote Working Should Be Spent on “Social Glue”
Working from home increases productivity and saves companies fortunes. If you re-invest some of your savings…
Aspect Software The Omni-channel made easy
Tuesday, November 18, 2014 1:00 PM – 2:00 PM GMT In this webinar we will explore…
Noble Harmony v4 Offers Increased Functionality for Mobile Contact Centre Management from Noble Systems
Noble Systems have announced the release of Noble® Harmony v.4, adding to the power of its…