Aspect Software announces new Zipwire enhancements including omni-channel reporting, integration with ZenDesk, Oracle RightNow – Zipwire…
Category: Editorial Category
European Contact Centre & Customer Service Awards 2016
European Contact Centre & Customer Service Awards 2016 – Nominations open 1st May 2016 You may…
Noble Harmony v5.1 Offers New Service Management Tools
Noble Harmony v5.1 Offers New Inbound Service Management Tools -Unified contact centre technology leader enhances its…
Aspect Software announces UK winners at ACE Europe Awards 2016
Aspect Software announces UK winners at ACE Europe Awards 2016 Edwardian Hotels London, Lloyds Banking Group,…
Content Guru Wins Queen’s Award for Innovation
Content Guru has been awarded a Queen’s Award for Enterprise for its storm® CONTACT™ cloud contact…
British Gas announces Closure of Oldbury Contact Centre
British Gas announces proposed job reductions as it implements long-term strategy In July 2015, after a…
Shop Direct and Webhelp shortlisted for major retail awards
Shop Direct and Webhelp have been shortlisted in two categories at the prestigious Retail Week Customer…
Enghouse brings Emotional Intelligence to the Contact Centre
Enghouse Interactive is enabling enterprise customers of its Quality Management Suite (QMS) to bring more emotional…
Hybrid Cloud making Impact say Contact Centre Leaders
Organisations using hybrid cloud technologies in their contact centres, are reporting a powerful positive impact on…
Mitigating security risk by sensitive call recordings
Protecting your legacy – mitigating the security risk posed to businesses by sensitive customer call recordings…
Just What is The Customer Happiness Index?
Just What is The Customer Happiness Index? Alan Weaser of VIRTUATel explains the metrics behind the…
PCI DSS in Contact Centres – Syntec White Paper
PCI DSS in Contact Centres: This updated report presents the findings of our investigation into how…
Capita Signs Gold Partner Agreement with Interactive Intelligence
Capita IT Enterprise Services has signed a Gold Partner agreement with Interactive Intelligence Group Inc. a…
Robots are Coming but are they taking over the Contact Centre?
“The Robots are Coming”… but are they really Taking over the Contact Centre? by Jeremy Payne,…
A four step plan for contact centres to learn from the Military
Contact centres can learn from the Military when it comes to delivering excellent customer service using…
Webinar: Scheduling your way to Service Excellence in the Housing Market
Are you ready for the new housing customers? Scheduling your way to Service Excellence This webinar…