AXA Insurance Revolutionises Digital Customer Service with RingCentral Engage Digital A single dashboard, managing a 50%…
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Serenova Launches Contact Centre Maturity Assessment
Serenova Launches Contact Centre Maturity Assessment Serenova, a leading contact centre-as-a-service (CCaaS) and workforce optimisation (WFO)…
Contact Centres Without Real Time Speech Analytics Face Risks
Contact Centres Without Real Time Speech Analytics are relying on ‘Yesterdays News’ warms Avoira Most UK…
Purpose-Built CX Ensure Banks Meet Needs of Customers
Purpose-Built CX Platforms ensure banks are meeting the needs of vulnerable customers within the contact centre…
All Consumers Want is Responsive Customer Service
New YouGov Research Shows Consumers of All Ages Want Responsive Customer Service and Data Security Nearly…
Gala Technology partners with SVL Business Solutions
Gala Technology partners with SVL Business Solutions to bring an award-winning PCI Compliance solution to Contact…
2 million Adults Don’t Know When To Call 999
More than 2 million adults don’t know when to call 999 – Adults call 999 twice…
Puzzel Extend Collaboration with SAS to Deliver Contact Centre Solution
Puzzel extends its collaboration with SAS and delivers a new global contact centre solution to the…
Ventrica Appoints Chief Service Delivery Officer
Ventrica appoints Kathryn Chivers as Chief Service Delivery Officer to shape operational and client excellence Ventrica,…
Five Years of Answering Dog & Bone at Contact Centre
Five years of answering the dog and bone at Dogs Trust Contact Centre Dogs Trust’s national…
5 Customer Experience Metrics You Need to Track
Making an argument in support of excellent customer experience (CX) is not hard at all. In…
Are Consumers Ready for Automated Customer Service?
CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers…
4net Technologies Win Contract with HM Courts & Tribunals Service
4net Technologies wins £16.3m contract to help deliver HM Courts & Tribunals Service Reform project Latest…
Blog: Can a Contact Centre learn from Starbucks?
Can a contact centre learn from Starbucks? Prior to starting work at contact-centres.com Towers I usually…
Hillarys Transforms Contact Centre Operations with IPI
Hillarys transforms contact centre operations with IPI Contact centre enhancements save £500K in first year, reduce…
Semafone adds new accessibility features to Cardprotect Voice+
Semafone adds new accessibility features to award-winning Cardprotect Voice+ payments solution Enabling contact centres to serve…
Top Tips for Introducing Agent Self-Scoring Evaluations
Top tips for introducing contact centre agent self-scoring evaluations Self-scoring, self evaluations, self reflection, whatever you…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics”, the 4th edition of the definitive research into…
Cloud Contact Centre Users Get 18% Higher Customer Satisfaction
Organisations With Cloud Contact Centre Technology Report 18 Percent Higher Customer Satisfaction NICE inContact CX Transformation…