4net Technologies Scoop Growth Excellence Award
4net Technologies scoop growth excellence award – Judges impressed by Manchester firm’s landmark contract wins and strong growth 4net…
– Articles
Flexible Working – How Contact Centres Can Benefit
The Onward March to Flexible Working – How Contact Centres Can Benefit by Jeremy Payne, VP of Product Marketing, Enghouse…
Solving the Puzzle of the Call Recording Maze
Solving the Puzzle of the Call Recording Maze Richard Mill from Business Systems looks at how EIM (Enterprise Information Management)…
7 Key Reasons to Outsource your Contact Centre
Contact centres are an essential part of any business that wants to deliver an unrivalled customer experience. Whether complaining, praising,…
What are the 5 Top Contact Centre Trends of 2019?
The 5 Top Contact Centre Trends in 2019 Todd Carthothers, VP of Sales & Marketing from CounterPath The contact centre…
Can Good Customer Service Ever Be Scripted?
Contact Centre scripting isn’t the most talked about customer service topic, nor the most alluring, but it does play a…
Customer Complaints: A valuable Window into Your Service
Customer complaints: a valuable window into your service suggests Monica Mackintosh of contact centre outsorce company, Echo Managed Services Customer…
5G will Transform CX and Role of Contact Centre Agents
The Human Benefit of 5G – How 5G will transform the customer experience and the role of the contact centre…
Outdated Contact Centre Tech Holding Businesses Back
Stuck on hold – Outdated contact centre tech is holding businesses back Guy Tweedale, Regional VP, Rocket Software discusses A…
Digital Transformation in the Contact Centre – Nigel Dunn Jabra
Digital transformation in the contact centre – Nigel Dunn, Managing Director, Jabra EMEA North What drives change in an organisation?…
OmniChannel Management in the Contact Centre
What Can OmniChannel Contact Management Do For Me? Amy Booth, Marketing Assistant at Ultracomms explains, jargon free, what Onmichannel Contact…
Contact Centres Occupying Space in Business Parks
Death of the High Street? Why More Contact Centres are Occupying Office Space in Business Parks By Phil Sugden, director…
Integrating New channels With Legacy Systems A Challenge
92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving CX 87% of CIOs…
How Collaboration Tools are Transforming Customer Service
“Bringing People Together” – How Microsoft Teams and Other Collaboration Tools are Transforming Customer Service in the contact centre by…
Generation Z More Likely To Want Personal Advice
Generation Z are more likely to want personal advice according to a report from Target Group Generation Z is the…
Taking Payments in Your Contact Centre? Important Changes
Taking payments? Get ready for changes to the European Payment Services Directive. The rules for accepting payments in Europe are…
Data is everything in the new era of customer service
Data is everything in the new era of customer service – Patrik Vesterberg of Teleopti explores the value of WFM…
Leaders Lacking Strategic Approach To Productivity
Business leaders lacking strategic approach to measuring and improving productivity, Jabra research reveals – CEOs and C-Suite at odds over…
Questions Every Contact Centre Needs to Ask
Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In…