Enormous fines imposed for data breaches in 2019 prove that regulators have become severe about penalising…
Category: Editorial Category
Teleopti – The Insider’s Guide to Contact Centre WFM
Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and…
Redwood Technologies Founding Champion of New Hospice
Redwood Technologies Group Founding Champion of new Thames Hospice Bracknell-based pioneer in cloud communications solutions, Redwood…
Customer Experience Transformation Benchmark
Contact centre leaders know the importance of meeting and exceeding customer expectations to drive brand loyalty…
HR Hire Potential over Experience Due to Skills Shortage
Companies hire potential over experience as skills shortage hits UK Almost two thirds of employers (58%)…
NPower Announce Closure of UK Contact Centres
Energy firm Npower is to close 3 contact centres with job losses up to 4,500 UK…
TTEC named UK Employer of the Year at GSA UK Awards
TTEC named “UK Employer of the Year” for the second year running and runner up “Customer…
Eckoh Wins Anti-Fraud Solution of the Year 2019
Eckoh’s Secure Payment Portfolio wins the Anti-Fraud Solution of the Year 2019 Eckoh, the global provider…
Encryption or DTMF Masking for Contact Centres? Pros & Cons
Point-to-point encryption (P2PE) vs. DTMF masking for contact centre PCI DSS compliance – What are the…
TTEC Win Gold Contact Centre Award at ECCCSA
TTEC win 2 top awards as they are named “Outsourced Contact Centre of the Year” and…
Increase Customer engagement with tips for measuring quality
Most contact centres measure their customer service using metrics that only tell part of the story.…
Personal Data security practices reveals UK’s Biggest Risk Takers
PCI Pal study into personal data security practices reveals the UK’s biggest risk takers A consumer…
7 ways AI is transforming CX in Housing sector
7 ways AI is transforming customer service in the housing sector Generation Rent presents a huge…
The Contact Centre ECCCSA winners are announced
The winners of the largest and most credible awards programme in Europe dedicated to the customer…
How do you get from Aberdeen to Wells avoiding Other?
Inputting wrap-up codes is a standard piece of ACW work a contact centre agents typically completes.…
UK falling behind Europe in AI customer service
UK falling behind Europe in customer service as AI changes the game – Just half (54%)…
80% Leaders Consider RPA Important to Improving CX
Independent Research Firm Finds 80 Percent of Business Leaders Consider Robotic Process Automation Important to Improving…
Human Automation In Contact Centres – What’s New?
The newest feature of Teleopti WFM is Self-Scheduling, and it is a perfect example of Human…