Contact Centre Management: What It Is and 7 Best Practices – Contact centre management isn’t easy,…
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.
NICE & Deutsche Telekom Global Announce Partnership
NICE and Deutsche Telekom Global Business Announce Comprehensive Partnership to Bring the Power of CXone to…
Engaged Employees: Difference Between Successful & Struggling Contact Centre
Engaged employees: the difference between a successful and struggling contact centre by Judith Schuder, VP of…
Vulnerable Customer Care is Essential in the Contact Centre
Vulnerable customer care is a growing field of specialisation. It is a topic that should be…
NICE Investigate Helps UK Police with their Enquiries
NICE Investigate Surpasses Milestone of Supporting 4 Million Police Investigations in England and Wales with Cloud-Based…
Customer Service Ranked in Mystery Shopping Report
Top UK retailers’ customer service quality revealed and ranked in new mystery shopping report Customer service…
Why Contact Centres Should Take Stress Seriously
Stress awareness month: why organisations with contact centres should take stress seriously National Stress Awareness Month,…
Shifting Sands of Customer Contact in a Post-Pandemic World
The shifting sands of customer contact in a post-pandemic world – In response to the shift…
NICE Named as Top Provider for Voice of the Customer
NICE Named Top Provider for Voice of the Customer by Metrigy – NICE VoC customers achieved…
Ventrica appoints Iain Banks as new Chief Executive Officer
Ventrica, the fast-growth multilingual customer management outsourcer for blue-chip brands, is pleased to announce the appointment…
Workforce Wellbeing – What Does it Mean & Why Does it Matter?
Workforce wellbeing – what does it really mean and why does it matter more than ever?…
Sabio Group Unveils ‘Sabio Console’ – AI-powered CX Platform
Sabio Group Unveils ‘Sabio Console’ – it’s new AI-powered customer experience (CX) platform – at Disrupt…
CCMA Good Practice Guide to Contact Centre Outsourcing
CCMA Good Practice Guide: A Good Practice Guide to Contact Centre Outsourcing With customer service…
KCOM Searching for Local Talent at Hull Contact Centre
KCOM has launched a major recruitment drive to fill 40 new customer service roles at their…
Get the Balance Right Between Secure Authentication & CX
It’s more important than ever for providers to get the balance right between secure authentication and…
It’s a New Era of Customer Service after the Pandemic
A New Era of Customer Service after the Pandemic – Eric Leboeuf, Director of Strategic Channel…
Talkdesk Mobile App the Smart Way for Contact Centres CX
New Talkdesk Mobile Apps Give Contact Centres a Smarter Way to Meet Customer Expectations While Agents…
NICE Achieves Perfect Scores for WFM in DMG Report
NICE Achieves Perfect Scores for Overall Vendor Satisfaction and Product Innovation in Workforce Management in DMG…