Calabrio and Five9 Join Forces to Modernise Contact Centre Operations Customer-centric integration advances the industry with…
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.
Nearly Half of UK Contact Centre Teams Use AI-Powered Software
Nearly half of UK Contact Centre Teams use AI-powered software – AI-enhanced customer service software users…
Automation will not drive a reduction in contact centre agents
Automation will not drive a large-scale reduction in Contact Centre agent numbers before 2026 New research…
British Gas to Boost Workforce with Contact Centre Apprentice Scheme
British Gas will be hiring and training new apprentices to boost its customer facing teams and…
Gamma Expands Contact Centre Transformation with Acquisition of BrightCloud
Gamma continues drive for enterprise growth across Europe, by expanding contact centre transformation capabilities with acquisition…
Cirrus Wins Prestigious Contact Centre Vendor Award
Cirrus Wins Prestigious Contact Centre Vendor Award at Comms Business Awards 2024 Cirrus, a leading provider…
SVL & Clarity Business Travel: Improving Operational Efficiency
SVL and Clarity Business Travel have built a strong partnership over the past three years, collaborating…
Senior Leaders in the Water Sector can learn from Contact Centre Agents
How the senior leaders of the water sector can learn from contact centre agents – Hannah…
UK Consumers Call on AI to Save ‘Broken’ Customer Service
New survey reveals: UK consumers call on AI to save “broken” customer service, as businesses fail…
IPI Introduces Service Recovery Solution for Contact Centres
IPI introduces Service Recovery solution for Contact Centres Latest addition to ElasticCX CCaaS suite provides cost-effective…
BT fined £17.5m for 999 call-handling failures
Ofcom has fined BT £17.5 million for being ill-prepared to respond to a catastrophic failure of…
Smart tools can help utilities companies to meet net zero goals
Smart tools can help utilities companies to meet net zero goals according to by Richard Higginbotham…
Sensée / TCC Wins Contact Centre Contract With Nespresso
Sensée/TCC Wins Contact Centre Contract With Nespresso to Enhance Customer Service Operations Sensée/The Contact Company (TCC),…
Netcall Helps University Hospitals Sussex with Waiting List Validation System
Netcall helps University Hospitals Sussex NHS Foundation Trust divert 400 patients a week with Waiting List…
Calabrio ONE is WFM & Contact Centre Software Leader
Calabrio is a G2 Contact Centre Workforce Leader – Calabrio Named a Leader in G2 The…
FourNet named NICE ‘UK Partner of the Year’
Digital transformation and customer experience experts, FourNet, have been named ‘UK Partner of the Year’ by…
HUC’s NHS 111 Peterborough Based Contact Centre Goes Live
HUC’s new NHS 111 contact centre in Peterborough officially opened by the Lord-Lieutenant of Cambridgeshire, Mrs…
The Mapping Process: As-Is vs To-Be: Where do you Start?
The Mapping Process in the contact centre: As-Is vs To-Be: Where do you Start? Craig Willis,…
NRG & Greenbean Announce Strategic Leadership Promotions to Fuel Growth Plans
NRG and Greenbean Announce Strategic Leadership Promotions to Fuel Ambitious Growth Plans NRG and Greenbean, leaders…