Introduction to Contact Centre Resource Planning
Start forecasting and scheduling in your inbound centre If you’re looking for someone to explain the basics to forecasting and…
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Effective Contact Centre Performance Management
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
Contact Centre Training: Building Empathy with Customers
Connecting with customers on an emotional level reaps rewards In recent months, contact centre advisors have demonstrated their empathy and…
Developing Contact Centre Resource Planning Skills
Are you a small contact centre operation that is looking to improve your forecasting and scheduling? Workforce planning is more…
2021 Will Be The Year of CX in the Contact Centre
2021 The year of the customer experience in the contact centre where technology will intertwine as businesses vow to conquer…
New Research Reveals Impact of Poor Customer Service
New research reveals impact of poor customer service – Five9 study of over 1,000 consumers sheds light on CX trends…
UK Contact Centre Decision-Maker’s Guide 2020-21
The “UK Contact Centre Decision-Makers’ Guide (2020/21 – 18th edition)” is the major annual report studying the performance, operations, technology…
Puzzel Announces Get Connected Conference 2021
Puzzel announces Get Connected conference showcasing best-in-class customer experiencesin contact centres Digital conference will feature leaders in customer services, helping…
Online Shoppers Concerned about Deliveries Over Security
Online shoppers more concerned about deliveries than personal security, according to PCI Pal® survey As we approach the busy Boxing…
TTEC Release New Customer Experience Trends Report 2021
TTEC Unveils New Customer Experience Trends with Release of its 2021 CX Trends Report for contact centres TTEC released its…
2021: The Year of the Omnichannel Cloud Contact Centre
2021: the year of the omnichannel cloud contact centre – Craig Farley, Head of Consulting, IPI As this unprecedented year…
Agility the Superpower For Contact Centres in 2021
Agility will be the superpower for high-performance contact centres in 2021 Paddy Coleman, founder of QStory, argues that there will…
Tech Trends for the Contact Centre Workplace During 2021
Tech trends for the contact centre workplace during 2021 – Nigel Dunn, Managing Director, Jabra EMEA North 2020 will go…
Five9 Announces Strategic Partnership with Conn3ct
Five9 Announces Strategic Partnership with Conn3ct – New partnership places people at the heart of the business and enables a…
Remote Workforce Management – From Survive to Thrive
Remote Workforce Management – from survive to thrive in 3 easy steps Richard Pinnington of Calabrio discusses how workforce management…
BSL Partner with New York Based Market Communications
Business Systems (UK) Ltd partner with New York based, Market Communications to provide recording solutions to the financial trading floor…
How to Prevent Burnout When Working From Home
As the boundaries between our home and working lives blur and we adapt to longer-term home working, we become vulnerable…
PCI Pal Releases Cyber Security & Compliance Predictions for 2021
Predicting the Unpredictable: PCI Pal releases cyber security and compliance predictions for 2021 Geoff Forsyth, CISO, PCI Pal highlights key…
Survey Reveals More Interactions Being Handled Through Digital Channels
NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels Presenting new insights from…