The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening…
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.
Measuring & Improving Contact Centre Agent Well-being
In the modern contact centre, agent wellbeing is no longer just a priority; it’s essential for…
Companies Risk Losing One in Two Vulnerable Customers as AI use Grows
New research from ArvatoConnect shows balance of technology and human touch are key for helping vulnerable…
Keeping Remote Contact Centre Agents Engaged in an era of ‘Employee Drift’
Keeping remote contact centre agents engaged in an era of ‘employee drift’ Remote working models are…
AI & Sustainability at Forefront at Cnect Wales Awards 2024
AI and Sustainability at the forefront as winners celebrate at the Cnect Wales Awards 2024 The…
Leading Legal Expenses Insurance Provider Dials Up Digital Transformation
Leading Legal Expenses Insurance Provider Dials Up Digital Transformation with multi-year contact centre Sabio Partnership A…
Airmeez Partners with Noetica to Add Intelligent Dialling
Airmeez Partners with Noetica to Add Intelligent Dialling to its AI-Powered Customer Engagement Platform Noetica have…
Septeo, Software Publisher, Promotes Customer Excellence with Sabio Group
Sabio is entrusted with the contact centre migration project which will enable Septeo to offer exceptional…
Financial Conduct Authority Consumer Duty – One Year On
Introduced in July 2023, the Financial Conduct Authority’s (FCA) Consumer Duty, also known as the Duty,…
Innovate Automate Outperform: The AI Advantage
Join SVL where you’ll gain invaluable insights into the power of technology and its transformative potential…
Verint & Five9 Deepen Partnership to Deliver AI-Driven CX
Customers Now Benefit From Native Cloud-to-Cloud Platform Integration and Seamless Support Verint® and Five9 have announced…
Metrics that Reveal Home Truths about your Contact Centre
Three Simple Metrics that reveal Home Truths about your Contact Centre: Beyond just scores: new ways…
Kärcher Netherlands Modernise Customer Experiences Through Vodafone storm®
Kärcher Netherlands to Modernise Customer Experiences Through Vodafone storm® Kärcher Netherlands has selected Vodafone storm®…
Avaya Appoints Alison Hastings to Lead European Channel Business
Avaya have announced that it has appointed Alison Hastings as European Channel Lead. In this new,…
Empowering Vulnerable Customers: A Guide for Utility Contact Centres
In the utility industry, providing care for vulnerable customers is paramount. As energy costs continue to…
Cardiff Schools Turn PSTN Switch-Off into Opportunity for Improved Teacher Agility
Cardiff Schools Turn PSTN Switch-Off into Opportunity for Improved Teacher Agility with Avaya Cloud Office UK’s…
Agent Desktop Experience: The Key to Contact Centre Success
The Contact Centre Agent Desktop Experience: The Key to Contact Centre Success Sarah is a contact…
When Customer Service Becomes an Endless ‘Sales Pitch’
My car had a manufacturer recall recently so without hesitation I telephoned my local dealership to…
OMNINGAGE Update: Twitter Integration & Email Enhancements
New OMNINGAGE Update: Twitter Integration and Email Enhancements OMNINGAGE have announced updates in their latest release,…