We’ve spoken a lot recently about technologies that are shaping the customer experience and helping to…
Category: – Industry News
Industry news from the UK contact centre industry
Contact Centre Agent Engagement & Performance
Using Gamification to Power Contact Centre Agent Engagement & Performance Gamification has become a significant component…
De-scoping from PCI DSS in the Contact Centre
De-scoping from PCI DSS in contact centres: DTMF masking becomes the new standard The third edition…
Event: The Future of Payments and Compliance
PCI Pal and Pay360 by Capita host ‘The Future of Payments and Compliance’ PCI Pal, the…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they…
What is Digital Transformation in the Contact Centre?
We now live in a world where our fridges can order food, our wearables can track…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud…
Court Users to Benefit From New Contact Centres
People across the country will benefit from two new Courts & Tribunals Contact Centres opening today…
Contact Centre Management: It’s time to change the metrics
Customer Service Management: It’s time to change the metrics Dino Forte, CEO, Ventrica argues that in…
21st Welsh Contact Centre Awards – Shortlist Announced
“Newcomer nominees prove contact centres provide real careers” says industry leader as of the 21st anniversary…
How to Improve Customer Satisfaction with Self-Service
How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains…
5 Components of an Emotional Intelligent AI Contact Centre
How can we ensure the success of customer engagements in the contact centre in this rapidly…
General Motors Deploys NICE Across 65 Contact Centres
General Motors Deploys NICE Performance Management to Improve Employee Collaboration While Putting Customers First Across 65…
Teleperformance Wins Major Banking Outsource Contract
The UK banking group CYBG has extended its outsource contact centre contract with Teleperformance, the worldwide…
4 Weeks Left to Enter UK National Contact Centre Awards
4 Weeks Left to Enter UK National Contact Centre Awards 2019 – Nominate individuals and teams…
How to Use Chatbots to Enhance Customer Experience
How to Use Chatbots to Enhance Customer Experience – Tony Dolan, Head of Marketing at Connnect…
Ultracomms wins Excellence Award for PCI DSS Compliance
Ultracomms wins Award for Excellence for Payment Card Industry Data Security Standard compliant technology Ultracomms, a…
Two PCI Excellence Awards for Eckoh in 2019
Eckoh plc, the global provider of secure payment products and customer contact solutions, has won two…