Customer retention is the backbone of any successful business. Traditional customer service methods, such as manual…
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.
Zendesk First in CX Industry Offers Outcome-Based Pricing for AI Agents
Zendesk First in CX Industry to offer Outcome-Based Pricing for AI Contact Centre Agents Zendesk, the…
Business Systems – Transforming WFM for Housing Associations
Transforming WFM for Housing Associations – watch the Contact Centre Webinar from Business Systems to find…
Capita Group acquires Ventura Contact Centre
Capita, the UK’s leading contact centre outsourcing company, has purchased Ventura, a customer contact specialist in…
Overcoming the AI Adoption Chasm in the Contact Centre
Overcoming the AI Adoption Chasm in the Contact Centre – Kevin McGachy, Head of AI Solutions…
Finalists Announced for European Contact Centre & Customer Service Awards
The Finalists for Europe’s largest and longest-running customer contact awards program have been revealed today. The…
Calabrio Supports UK Power Networks in Supporting Vulnerable Customers
Calabrio supports UK Power Networks commitment to supporting vulnerable customers via their contact centre The Customer…
Forward Emphasis International Appoints New CEO
Forward Emphasis International Appoints New CEO Paula Kennedy Garcia Appointed to Lead the Organisation into Its…
Half of CX Leaders feel Wait Times will be Eliminated Three Years
Over half of CX leaders feel wait times will be eliminated in as little as three…
Sabio Group Charts Course to Net-Zero & Sustainable Future
Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment…
Unlocking the Power of Generative Artificial Intelligence
Unlocking the Power of Generative AI; Are You Prepared to Ride the Waves of New Age…
UK Consumers ‘Hacking’ Customer Service to Void Automated Chatbots
Majority of UK consumers ‘hacking’ customer service to avoid automated chatbots in the contact centre according…
Calabrio Introduces All-in-One Compliance Recording Solution for Webex Calling
Calabrio Introduces All-in-One Compliance Recording Solution for Webex Calling – Reliable and scalable cloud-native call recording…
Swipe Right to find your Perfect Retail Contact Centre Match
Cirrus is here to here to stamp out all your poor customer experiences. If you appreciate…
Sigma Connected Partners with IRIS on AI Technology Roll Out
Business outsourcing provider Sigma Connected has announced an extended partnership with audio specialist IRIS Clarity as…
The Impact of Background Noise in the Contact Centre Industry
Iris Clarity have published a whitepaper highlighting the impact that background noise has on the contact…
Puzzel to Acquire SupWiz to further Strengthen its Conversational AI Offering
Puzzel to Acquire SupWiz – Leading contact centre platform to further strengthen its conversational AI offering…
Advantages of an Out of Hours Call Answering Service
An out of hours call answering service is a service that answers phone calls for a…
Capita to Transform its Contact Centres with Generative AI Capability
Capita to transform its customer and citizen experience offerings with Generative AI capability in its contact…