Customer patience is running out – but automation can help restore it Whilst consumers may have…
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.
Why Use Post-Survey NPS if it Annoys your Customers?
Why use post-survey NPS in your contact centre if it annoys your customers? Rene van Popering,…
Shortlist Announced for 23rd Welsh Contact Centre Awards
The shortlist has been announced for the 23rd annual Welsh Contact Centre Awards, ahead of November’s…
Content Guru Launch Powerful Workforce Management Solution
Content Guru Announces Launch of Powerful New Workforce Management Solution – Leader in cloud contact centre…
Infobip Continues Growth Journey with Agreement to Purchase Peerless Network
Infobip Continues Exponential Growth Journey with Definitive Agreement to Purchase Peerless Network and Raises Additional $500m …
TTEC EMEA Wins at Global Sourcing Association Awards
TTEC EMEA Wins an Award at the Global Sourcing Association (GSA) Professional Awards 2021 TTEC Holdings,…
CallMiner Advances Contact Centre Conversation Analytics Platform
CallMiner Advances Industry-Leading Conversation Analytics Platform to Drive Insights and Innovation Across More Types of Customer…
Puzzel Extends Partnership with PCI Pal Payment Portfolio
Puzzel extends partnership with PCI Pal®’s omnichannel payment portfolio PCI Pal has today announced that the…
VeriCall Listed on Educational Hub & Win Contact Centre Awards
VeriCall Listed on Leading Procurement Portal The Educational Hub & Wins Two More Gold Awards for…
NICE CXone Achieves Perfect Vendor Satisfaction Scores
NICE CXone Achieves Perfect Vendor Satisfaction Scores Across 15 Categories in DMG Consulting Report Receiving top…
Burnout vs Bore Out – Both Suck & Both are Damaging the CX
Burnout vs bore out – both suck, and both are damaging customer experience – Ken Ume,…
NICE CXone Accelerates the CX Digital Transformation
NICE CXone Accelerates CX Digital Transformation with New Integrated Intelligent Self-Service and Enlighten AI-Powered Agent Engagement…
UK Businesses Slow to Move Back to the Office says New Poll
Sensee UK businesses have been slow to move back to the office says new poll A…
8×8 Delivers New XCaaS™ Enterprise Meetings Capabilities
8×8 Delivers New XCaaS™ Enterprise Meetings Capabilities for Improved Company-wide Collaboration New Capabilities Enable Large Meeting…
Puzzel sign Strategic Alliance with EvaluAgent to Optimise Agent & CX
Puzzel signs strategic alliance with EvaluAgent to optimise Agent and Customer Experiences inside Puzzel’s Cloud based Customer Service…
Sensée Launches ‘The Sensée Forest’ with Aim of Carbon Neutrality
Contact centre homeworking specialist Sensée launches ‘The Sensée Forest’ with aim of achieving carbon neutrality Home…
NICE Launches Enlighten AI for Vulnerable Customers
NICE Launches Enlighten AI for Vulnerable Customers, Supporting the Delivery of Fair Treatment to Consumers and…