The ‘customer hangout’ is the contact centre of the future

The ‘customer hangout’ is the contact centre of the future Syntec’s ‘cloud-gazing’ white paper researches the…

Let’s All ‘Hear It’ For That Neglected Mighty Thing: Voice!

Isn’t there some old gag that whoever it was that discovered water, it wasn’t a fish?…

Why Focus on the Customer Journey?

As today’s consumers use more channels and more touchpoints to engage with your company, there’s been…

Gold Standard Is your operation best-in-class?

Gold Standard will give you the evidence you need to drive change and improvements. High quality…

Sabio: Moving towards a better balance between contact centre security and customer effort levels

Last year’s Sabio/Avaya research into the security concerns of some 2,000 UK consumers found that security…

Talking the customer’s language on social media in the contact centre

Helen Murray, Chief Customer Solutions Officer at Webhelp UK discusses ‘Talking the customer’s language on social…

RESPONSE’s Brian Bannatyne named ‘Chief Executive of the Year’

Leading UK customer management specialists RESPONSE were celebrating more success after taking home another top accolade…

Noetica and SATMAP Partner to Integrate Predictive Dialler

Noetica  have announced its partnership with SATMAP. The partnership sees SATMAP’s cloud-based contact centre agent and…

Domestic and General recruiting at Brighton Contact Centre

Warranty company Domestic and General have announced the  creation of 110 jobs at the company’s Brighton…

Dixons Carphone’s ‘Knowhow’ team appoint Conversocial

Dixons Carphone plc, Europe’s leading specialist electrical and telecommunications retailer and Services Company, has chosen to…

Verint Placed in “Leaders” Quadrant of Gartner’s New Magic Quadrant for Customer Engagement Centre Workforce Optimisation

Verint® Systems Inc. have announced that it has been positioned in the “Leaders Quadrant” of the…

Improve customer contact performance and delight customers!

Improving contact centre performance is an ongoing challenge. VoiceSage focus on some of the key elements…

Cloudy outlook is clearing for customer service

Customer expectations driving contact centres to the cloud, but protection of customer data is still a…

Sabio – Building a platform for effective customer engagement at Carnival UK

For a major global cruise company such as Carnival, the contact centre plays a key role…

Time to stop talking about call centres?

Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’…

ScottishPower must meet Ofgem’s customer service targets

ScottishPower must answer all customer queries promptly, reduce billing backlog and resolve all outstanding Ombudsman complaints…

Netcall Survey: 95% of consumers say contact centres fall short on FCR

Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…

Ensuring a Productive and Happy Contact Centre

According to contact centre analyst ContactBabel, there are 5,675 call centres in the UK employing 1,125,000…

Case Study: Scotts & Co

Scotts Ltd is a large UK catalogue and website retailer currently operating several brands relating to gifts,…

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