Thomas Cook, one of the world’s leading holiday companies, today announces the transfer of its Falkirk…
Category: Editorial Category
IFS Customer Engagement: Enhancements to intelligentResponse
IFS Customer Engagement Announce Enhancements to their Leading AI & Virtual Assistance Solution – intelligentResponse At…
SVL: The Case for Speech Analytics in the SME
Over the last 5 years, advances in technology and the move to the Cloud has made…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as…
Lack of Clarity Hampers Strong Customer Authentication
Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says…
ECCCSA 2018 Finalists Announced as Tickets Go On Sale
ECCCSA 2018 finalists announced as tickets for the spectacular Awards Evening go on sale • Organisations…
HGS wins contract with Money Advice Service
Hinduja Global Solutions Ltd. (HGS), has announced that its subsidiary Hinduja Global Solutions UK Ltd has…
BT Consumer Create 1,000+ Jobs at its UK Contact Centres
• More than 1,000 permanent roles to be created in BT call centres across the UK…
Turn your Contact Centre into a Customer Engagement Centre
Your customers’ experience has never been more important and levering intelligent contact centre technology can ensure…
Gig Economy on the Rise: What’s the effect on Agents?
Gig economy on the rise: customer service agents show strong interest working as on-demand agents •…
Traditional Wireless Technology is a Waste of Space
When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s…
What customers want (What they really really want….)
Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to…
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers…
Zendesk Launches Integration of WhatsApp Business Solution
Zendesk, Inc. have announced an integration with WhatsApp that allows businesses to manage customer service interactions…
Government Outsourcing Bounces Back Despite UK Market Softening
The total value of public sector deals rose 39 per cent year-on-year in the first half…
How Informed Contact Centres Keep Customers Happy
When it comes to growing the bottom line and long-term growth, one of the most important…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently.…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus…