Wave Goodbye to 2020: What’s in store for 2021? As we say farewell to 2020 there…
Category: – Articles
2021: The Year Customer Service Becomes More Human
contact centres 2021: the year that customer service becomes more human Brian Atkinson, GM and VP…
Top Performing Trends in the Contact Centre Industry
Top Performing Contact Centre Trends By Iain Banks, Group Vice President at TTEC EMEA This year,…
Give Contact Centre Agents The Tools To Do the Job
Give contact centre agents the tools to do the Job and reap the rewards because motivation…
Don’t Put your Customers & Contact Centre On Hold
Don’t put your customers (and business) on hold – Brian Atkinson, GM and VP EMEA, Five9…
Is your Contact Centre Ready for this Years Black Friday?
Is your contact centre ready for Black Friday? With great bargains comes the potential for a…
Phoning Contact Centres has Replaced face-to-face
For two in five UK consumers, the telephone has replaced face-to-face interactions during the pandemic 41%…
Look Forward Not Back: Future-Proof your Contact Centre
Look forward not back: 4 ways to future-proof your contact centre – Heightened customer expectations are…
Desktops, Dashboards and Human Centred Design
Desktops, Dashboards and Human Centred Design – Why getting the user experience right will protect your…
Productivity: the new priority for your employee
Productivity: the new priority for your employee Nigel Dunn, Managing Director, Jabra EMEA North To thrive…
The Rise of the CRM in the Contact Centre Space
The Rise of the CRM in the Contact Centre Space In today’s world, consumers increasingly demand…
Contact Centres Supporting The Retail Shift Online
Success beyond voice: Contact centres supporting retail shift online As the nation continues to overcome the…
The Contact Centre As A Premium Sales Channel
Consumers willing to pay more for insurance if phone experience can match online Survey by ResponseTap…
Six Trends That are Transforming the Contact Centre
Research from CCMA and Puzzel reveals six trends that are transforming the contact centre industry Six…
Maximising Contact Centre Tech To Provide Business Contingency
Maximising UC & Contact Centre Technology To Provide Business Contingency When a disaster recovery plan is…
Making the Right Call: Contact Centres in the New Normal
Making the Right Call: Contact Centres in the New Normal – Gary Williams, Director of Sales…
Experimentation is holding back the Contact Centre Flood
Dambusters: how experimentation is holding back the contact centre flood – Jil Maassen, Lead Strategy Consultant,…
Contact Centre Customer Experience and the financial sector
Contact Centre CX and the financial sector As customer experience continues to rise, in spite of…
Is Your Contact Centre Listening to Vulnerable Customers?
is your contact centre listening to your vulnerable customers? Steve Murray, solutions director at IPI Covid-19…