When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane…
Category: Editorial Category
Charity Contact Centres – Need to Improve
Charity sector contactability standards need to improve according to a recent survey. In an environment where…
Alternatives to ‘Your Call Is Important To Us’ in the contact centre
Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have…
NewDay and the Voice of the Customer Programme
NewDay Drives Customer Service Leadership with NICE Satmetrix NPX Voice of the Customer Solutions NICE Satmetrix…
Ensuring the ROI of Adding Artificial Intelligence
Adding artificial intelligence to the contact centre is an important decision that involves a significant investment…
Aspect Announce Appointment of Chris Koziol to CEO
Chris Koziol takes on CEO role after six years as Aspect President Aspect Software, a leading…
Britannic Technologies: Convergence Summit 2018
Convergence Summit 2018: Digital Transformation doesn’t work unless you do. Luckily, you don’t have to go…
Top Tips for Deploying AI in Your Contact Centre
Top Tips for Deploying AI in Your Contact Centre – Jonathan Sharp, Director, Britannic Technologies Artificial…
Aspect Seminar: ‘Transforming your Contact Centre’ Seminar
9.00 – 11.00am Wednesday 10th October 2018 Tower Bridge, 193 Tower Bridge Road, London, SE1 2UP…
Contact Centre Event: Release your Innovation
Release your Innovation Free workshop for public sector leaders Thursday 27th September 2018 Crowndale Centre (Camden…
Ultracomms Showcase Pioneering Payment Technology at Summit
Ultracomms to showcase its pioneering telephone payment technology at major industry summit in Manchester Ultracomms will…
Ago Outsourcing 240 Jobs at Gateshead Contact Centre
Ago Outsoucing have announced the creation of 240 jobs in Gateshead as the company open their…
Admiral Picks Semafone for Contact Centre Security
Car insurance specialist upgrades PCI DSS compliance with Semafone’s Cardprotect™ technology UK insurance provider Admiral has…
Risks of Outdated Contact Centre Infrastructure
Overcome the Risks of an Outdated Contact Centre Infrastructure Whether it’s a sagging, worn-out sofa or…
Keep Calm & De-Scope! PCI DSS Compliance for Contact Centres
Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin…
Avoidable Customer Churn Costs UK Businesses £25b
Electricity, insurance, gas and broadband suppliers top the CallMiner Index Empathy in call centres is key…
8 Qualities Your Contact Centre Agents Should Have
Excellent customer service is something of an art form, but by getting some of the core…
94% of Organisations Recognise Importance of Cloud
94% of organisations recognise the importance of cloud in improving customer experience, says Aspect Software research…