Perhaps the hot topic this week has got to be nuisance and abandoned calls especially in…
News
Firstsource recruitment drive at Middlesbrough contact centre
Firstsource have announced a recruitment drive at its Middlesbrough based contact centre after securing an outsource…
Ofcom get tough on abandoned calls from contact centres
Ofcom has fined two companies a total of £40,000 for making abandoned calls. Separate investigations into…
One size fits no one… Why personal service matters in B2B businesses
One size fits no one… Why personal service matters in B2B businesses – and how you…
ContactBabel – UK Contact Centres in 2015: The State of the Industry & Technology Penetration
1 in every 25 jobs in the UK is within the contact centre industry according to…
Avaya and Google Collaborate on Contact Centre Solutions
Avaya have announced it is working with Google on innovative contact centre solutions for businesses. The…
Why Good Customer Service is not just for Christmas
Jeremy Payne of Enghouse Interactive looks at “Why Good Customer Service is not just for Christmas”…
Callers wait for Presley, Pavarotti and Katy Perry when calling contact centres
“In simple terms the Top 3 means music from the likes of Elvis Presley, Luciano Pavarotti…
Scottish Gas create 230 jobs to cope with increased Winter volumes
Scottish Gas has created 230 new jobs across its contact centres…
The right and wrong ways to use IVR in contact centres
While frustrating IVR menus, confusing options, and difficulty in connecting to live agents are all reasons…
How to Improve Customer Contact Performance and Deliver Great Customer
Customer engagement in today’s multi-channel environment is challenging and sometimes considered complex, but it really doesn’t…
R Systems Europe Acquired by Webhelp Group
The Webhelp Group, parent company of Webhelp UK, has today announced the acquisition of R Systems…
Connect from Intelecom now fully integrated with Salesforce
Intelecom Group AS has launched a new application on the Salesforce AppExchange to allow a seamless…
CCMA Training Programmes – Run by Call Centre Professionals
The Call Centre Management Association (CCMA) have announced their January Training Programmes – Run by Call…
Webhelp UK – Omni-channel simplified: Three easy steps to success
There is a simple concept at the heart of omni-channel thinking; to understand what customers want…
Eithad Airways awarded Global Excellent Award 2014
Eithad Airways Manchester contact centre was selected as winner of the ‘Most Effective Contact Centre Training…
Ormuco – What can you do to prevent Cyber Security Breaches in your contact centre?
As the cost of cyber security breaches significantly increase, Ormuco Communications issues its “Overview to Global…
Contact centres deliver highest sales and greatest opportunity for upselling for Insurance Brokers
UK-based insurance brokers survey by call management experts, Callstream, has shown that: 70% of UK brokers…
Heritage Health contact centre success with poweredbyrostrvm
The Telemarketing team at Heritage Health, a private medical insurance broker, have generated some 60% increase…