The Scottish Ambulance Service (SAS) has received more than 200 malicious hoax calls so far this…
Category: – Industry News
Industry news from the UK contact centre industry
National Customer Service Week: Celebrating the Importance of Customer Service
Next Week is National Customer Service Week. You may be surprised to know that as an…
Payment Orchestration – Why it’s Time to Call the Tune according to Encoded
Frictionless online payments reduce the risk of abandoned shopping baskets and increase customer loyalty. Rob Crutchington…
CCMA Launches Contact Centre Standards Framework
The CCMA (Call Centre Management Association) is proud to announce the launch of its Contact Centre…
Content Guru’s AI Solution Wins Computing Cloud Excellence Award
Content Guru’s AI Solution Wins Computing Cloud Excellence Award at 2023 Ceremony Content Guru, one of…
AI will Impact Customer Service Agents, But Not How We Anticipate
New Calabrio Contact Centre Research: AI will Impact Customer Service Agents, But Not How We Anticipate…
Unrivalled Technology-Enabled Support Centre unveiled by FourNet & Alzheimer’s Society
Digital transformation and customer experience specialists, FourNet, and leading dementia charity, Alzheimer’s Society, have today revealed…
Cirrus Releases Game-Changing Upgrade To Their Contact Centre Platform
Cirrus, the leading contact centre solutions provider, have announced an upgrade to its revolutionary contact centre…
How to Optimise your Workforce Management to Handle Peak Demand
Contact centres are some of the busiest work environments in the world. During peak demand periods…
Research Suggests Contact Centre Teams will Struggle as Golden Quarter Looms
Research from FM Outsource suggests contact centre/customer service teams will struggle as golden quarter looms The…
WFM ROI Calculator: Calculate in a Few Steps
WFM ROI Calculator: Calculate in a few steps – Try injixo’s WFM ROI Calculator for Contact…
State of the Contact Centre 2023 – Calabrio Annual Report
State of the Contact Centre 2023 – Calabrio Annual Report about emerging trends, challenges, and expectations…
CCNNI & Cnect Partner Elephants Don’t Forget to Transform Contact Centres
CCNNI and Cnect Wales partnership with Elephants Don’t Forget to transform contact centre and agent performance …
Beyond Metrics – Unveiling the Complexity of Customer Expectations
In a rapidly shifting landscape driven by digital transformation and omnichannel experiences, the challenge of understanding…
Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide
Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Contact Centre Agent Management Industry…
Hillarys expands Partnership with IPI as it Transitions from On-Premise to Cloud
Hillarys expands Partnership with IPI as it Transitions from On-Premise to Cloud Retailer selects IPI’s Contact…
Britannic Named Supplier on Crown Commercial Service’s Network Services
Britannic Named Supplier on Crown Commercial Service’s Network Services 3 Framework Facilitating the Procurement of UC,…
Content Guru Customer DVLA Ranked ‘Most Improved Public Sector Organisation’
Content Guru Customer DVLA Ranked ‘Most Improved Public Sector Organisation’ By The Institute of Customer Service…