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Category: – Industry News
Industry news from the UK contact centre industry
Nationwide & MatsSoft Celebrate 14-Year Anniversary
Nationwide and MatsSoft celebrate 14-year anniversary with license renewal to strengthen digital-first strategy – MATS will…
Contact Centres Failing to Engage & Retain Customer Service Agents
Contact centres failing to engage and retain young Millennial and GenZ customer service agents • 2nd…
12 Steps to Health & Well Being in your Contact Centre
At Echo-U, a customer contact centre based in Newcastle and Bournemouth, the health and wellbeing of…
Chatbots & AI are Here to Stay in Your Contact Centre
Chatbots and AI are Here to Stay: Learn How to Use Them in Your Contact Centre…
Arvato CRM Named Retail Leader in New Report
Global customer services provider Arvato has been named as a leader for its capabilities in the…
Staff Churn – An Unsustainable Reality
Survey after survey show that average employee turnover in the contact centre sector is consistently over…
NLP & Pursuit of Customer Self-Service Excellence
Natural language processing and the pursuit of excellent customer self-service – Stephen Ball, Senior VP Europe…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations…
Contact Centre Superagents – 6 Reasons to Celebrate
Rather than fear robots taking over the contact centre, Nick Smith at Teleopti says it’s time…
Arvato CRM Solutions Named as Contact Centre Leader
Arvato CRM Solutions Named as Contact Centre Outsourcing Leader for second consecutive year • Arvato CRM…
CallMiner Recognised as Having the Most Advanced Speech Analytics Functionality
Leading Independent Research Firm Recognizes CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality CallMiner…
ArrowXL Appoint Head of Customer Experience
ArrowXL, the UK’s leading two-person home delivery expert, has further strengthened its senior team with the…
Winning Through Excellence in Customer Relationships
How To Be A Driver and Not A Dinosaur: Winning Through Excellence in Customer Relationships Tuesday…
Webinar: Are You Ready for Gen Z? Designing Customer Care
Descriptions vary, but Forbes defines the generation after Millennials, Generation Z, as people born from the…
With GDPR In Effect What Does it Means for Data Analysis?
With GDPR in effect, Peter Dorrington at TTEC, looks at what it means for Customer Data…
CallMiner Introduce Consolidated Platform for Contact Centres
CallMiner Introduces Consolidated Platform for Real-Time and After-Contact Customer Engagement with New Analytics Modules New interaction…
Encoded Launch Secure Customer Engagement Platform
Encoded announces new secure customer engagement platform New platform allows businesses to accept fast, secure payments…