Puzzel announces new agent application for a connected omni-channel customer service Latest release of Puzzel’s cloud…
Category: – Industry News
Industry news from the UK contact centre industry
Slater Gordon Contact Centre Improves CSAT and NPS
Slater Gordon Contact Centre Improves CSAT and NPS The Challenge SGSM didn’t know what ‘good’ looked…
CallMiner & Medallia Join Forces to Improve Customer Experience
CallMiner, a provider of a platform for speech and customer engagement analytics, is partnering with Medallia,…
Importance of the Human Touch in Contact Centres
The importance of the human touch in contact centres – Frederic Durand, Diabolocom In an environment…
Channel Shift: Less about Technology More about People
Effective channel shift is less about the technology and more about the people it affects, says…
Echo-U Celebrate with Outsource Contract Win with LV=
Leading contact centre Echo-U South is celebrating a recent contract win with life and pensions provider…
Peninsula Group Choose Eckoh CallGuard
Eckoh, the global provider of Secure Payment products and Customer Contact solutions has won a contract…
Jabra Launch Engage 50, Professional Digital Contact Centre Headset
Jabra launches Engage 50, a professional digital corded contact centre headset for better-sounding calls – With…
Increase Meaningful Interactions with your Customers
Investing in overall brand experience for customers is one of the most important aspects of any…
TTEC Announces Key Appointment to European Leadership Team
TTEC Holdings, Inc. a leading global customer experience services provider focused on the design, implementation and…
Is A Human Touch Needed With Contact Centre Automation?
More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making…
Contact Centre Agents – It’s All About The Voice
Contact Centre Agents – It’s All About The Voice according to Samantha Campbell, Customer Services Manager…
U-WFM Announce Next Generation of Cloud WFM for Contact Centres
U-WFM announces the Next Generation of Cloud Workforce Management for Contact Centres Powerful, easy-to-use and affordable…
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift…
Creating a User-Friendly IVR System in Your Contact Centre
IVR systems can be a blessing or a curse for customers in a hurry. A great…
10 Keys to PCI Compliance in the Contact Centre
10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential…
Midsize Contact Centres in Transition – Global Research
Midsize Contact Centre in Transition: 5 Key Takeaways from IDC Research Earlier this year, Genesys commissioned…
Global Study Reveals Digital Channel Use Gaining Ground
NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of…