55% of UK contact centres expect lower live call volumes in 2019 Although live telephony stated…
Category: – Industry News
Industry news from the UK contact centre industry
Removing Consumer Frustration from the Contact Centre Experience
Removing Consumer Frustration from the Contact Centre Experience – Jeremy Payne, International VP Marketing, Enghouse Interactive…
Contact Centre Network Northern Ireland Awards
Contact Centre Network Northern Ireland (CCNNI) host inaugural industry awards Contact Centres from across the industry…
Content Guru Become Call Centre Management Association Partner
Content Guru, the leading European cloud contact centre and customer engagement technology provider, has entered into…
Hermes Digitally Enhances Parcel Delivery with IMImobile
Hermes digitally enhances parcel delivery experience with IMImobile Parcel delivery provider to use IMImobile’s communications platform,…
Five Habits of Highly Effective CX Professionals Revealed
The five habits of highly effective CX professionals revealed in new industry report – State of…
Your Chatbot Still Needs the Human Touch
Your chatbot still needs the human touch in the contact centre according to Matt Dyer, Head…
5 Problems Contact Centres Face During Christmas Period
We’re heading into the Christmas Period! For the lucky people not managing contact centres, that’s a…
Aspect Software Announces Latest Releases to Aspect Via
Aspect Software Announces Aspect Via 18.1 with Smarter Omni-channel Automation, Streamlined Performance Insights, Improved Employee Engagement,…
NICE Unveils Journey Excellence Score Measuring Omnichannel CX
NICE Unveils Journey Excellence Score, the First Metric Measuring Omnichannel Customer Experiences NICE have announced the…
Answer4u The Nottingham Contact Centre On The Up
Answer4u the Nottingham based contact centre outsource company is on the up after increasing its revenue…
UK Insurance Contact Centres See Rise in Email Volumes
UK insurance contact centres see rise in email volumes with 94% of UK insurers expect to…
Innovate Select CallMiner to Improve Contact Centre
Innovate Loan Servicing Selects CallMiner Speech Analytics to Improve Contact Centre Efficiency and Collector Effectiveness –…
Event: Stay Ahead of the Contact Centre Game
Event: Stay Ahead of the Contact Centre Game We’re all customers aren’t we? And as such…
Recognising Early Signs Before You Burn Out
Recognising the early signs before you’re burned out According to HSE, around 15.4 million working days…
Government Outsourcing Strongest Quarter Since 2016
Government outsourcing records strongest quarter since 2016 as UK market rebounds Public sector outsourcing spend reached…
Brands Failing to Listen To Voice of the Customer
Brands failing to listen effectively to Voice of the Customer, Eptica research finds While over three…
Content Guru Challenger in Gartner Magic Quadrant
Content Guru Positioned as a Challenger in the 2018 Gartner Magic Quadrant for Contact Centre as…
Puzzel Improves position in Gartner’s Magic Quadrant
Puzzel has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact…