How contact centres can improve security while reducing customer frustration and cutting time agents spend on…
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.
A million workers off sick for more than a month – Any in your contact centre?
As many as 960,000 employees were on sick leave for a month or more each year…
Contract with Scottish Power creates new jobs at KC Contact Centres
More than 20 new, permanent jobs could be created at a local contact centre if an…
Contact Centre MOTs set to expire as only half do annual checks
Customer service roadside breakdowns imminent as half fail to perform regular audits Dave Ogden, Account Executive…
Crawley Borough Council’s Contact Centre celebrates 10th Birthday
Originally set up to provide a single point of contact the service continues to deal with…
Oxford Council beats weather by optimising customer service
Netcall continues to transform customer engagement by enabling Oxford City Council to handle increased call volumes…
ISO 9001 accreditation – What value?
Since 1987, when ISO published its first series of ISO 9000 quality management standards, more than…
Aspect Software helps The Contact Company grow through collaboration
Aspect Software help Contact Company achieves superior experience through optimised automated approach to customer contact The…
What are the top five challenges contact centre managers face in 2014?
Sonia Rabone – Marketing Manager at Magnetic North Software Ltd It’s the beginning of a New…
KCom signs multi-million pound contact centre deal
It has been reported that KCom has signed what has been described as a “substantial”, multi-million…
Firstsource Survey shows Domestic Landline has not reached the end of the line
• 63% of UK adults use their domestic landline at least once a week • One…
Teleperformance set to grow in Kilmarnock during 2014
Teleperformance has announced that it plans to increase its workforce in Kilmarnock by up to 15…
Banks’ tangled web of antique IT
Dave Ogden, Account Executive at Aspect Software After a raft of downtime from various banks in…
Sabio adds agent desktop to its contact centre technology portfolio
Sabio, the customer contact technology specialist, has strengthened its portfolio of best practice customer contact centre…
Consumer hounding declines, but more needs to be done
Following Ofcom’s announcement that it had observed a significant decrease in silent, abandoned and nuisance calls,…
Sitel positioned in Gartner Magic Quadrant for Contact Centre BPO
Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc.…
Exact Mortgage Experts offers clients round-the-clock payment option
PCI DSS-compliant solution protects customer data, boosts agent productivity and improves customer experience Exact Mortgage Experts…
Interactive Intelligence Software Achieves Certified Integration with SAP CRM
Interactive Intelligence Group Inc., has achieved certified integration of its all-in-one Customer Interaction Centre (CIC) software…