Top Employees: Hold on to what you’ve got
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an…
Industry News
NICE inContact CXone AI Self-Service Solution Helps TechStyle
Thomas Cook Partner with Webhelp at Falkirk Contact Centre
IFS-mplsystems’ Enhancements to intelligentResponse
SVL: The Case for Speech Analytics in the SME
Why have humans who sound like robots?
Flexible, cloud-based solutions key to workforce optimisation
Ready to take Contact Centre Planning to the next level?
Lack of Clarity Hampers Strong Customer Authentication
ECCCSA 2018 Finalists Announced as Tickets Go On Sale
ECCCSA 2018 finalists announced as tickets for the spectacular Awards Evening go on sale • Organisations from 19 European countries…
Contact Centre Outsourcer Ventrica Expands Second Site
Outsourced contact centre Ventrica expands its second site to meet growing demand for its services with up to 200 new…
Webhelp Make Waves in Dunoon Beach Clear Up
Webhelp UK, one of the country’s leading business process outsourcers (BPO), has teamed up with The GRAB Trust to work…
HGS wins contract with Money Advice Service
Hinduja Global Solutions Ltd. (HGS), has announced that its subsidiary Hinduja Global Solutions UK Ltd has been awarded a new…
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 and Ireland. • New…
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 optimum customer AND agent…
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 • Aspect Agent Experience Index…
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 exactly what’s happening in…
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 the customer experience you…
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers will no longer settle…