We’ve all been there right? On the end of the phone when the contact centre agent…
Category: – Industry News
Industry news from the UK contact centre industry
TTEC Gain Success In European Contact Centre Market
TTEC, a leading global customer experience technology and services provider focused exclusively on the design, implementation…
Brits Feel They Cannot Ask Service Providers For Help
More than half (52%) of people feel there is a negative stigma attached to asking for…
Parseq: Smart Cities and the Opportunity for Brands
The concept of the smart city might sound like science fiction. Imagine an urban landscape where…
FSCS Outsources Contact Centre Operation to Capita
Capita Customer Management has been selected as a partner by the Financial Services Compensation Scheme (FSCS)…
Rise of the Customer Service Robots: AI vs EI
With many call centres bracing for the hard impact of automation, it is feared that almost…
Aspect Software Wins Security Solution Gold at UK Cloud Awards
Aspect Software wins Security Solution of the Year for Verify at 2018 UK Cloud Awards Aspect…
Top Contact Centre Trends Over Next 12 Months
Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer…
BT Pledge to Bring Back Contact Centres to UK by 2020
BT have announced that in an effort to improve both its reputation and customer service that…
Serenova Engagement Solution Empowers the Contact Centre
Leading CCaaS vendor partners with Clearview to bridge the gap between data analytics and business intelligence…
South East Coast Ambulance Service Open New Contact Centre
HRH The Countess of Wessex was welcomed by ambulance service staff in the Crawley sunshine as…
BGL Group Picks Up Awards at UK National Contact Centre Awards
BGL Customer Services, the customer service arm of leading digital financial services distributor BGL Group, is…
Mark Lonie Recognised at UK National Contact Centre Awards
Parseq’s Mark Lonie has won silver in the Customer Experience Champion category at the 2018 UK…
Ventrica’s Nick Upton wins Gold at UK National Contact Centre Awards
Nick Upton, who works for outsourced customer contact centre Ventrica has won a Gold award at…
New Wins Lead Contact Centre Business to Increase Workforce
A number of new business wins has led contact centre solutions company Mpl Contact to increase…
ResQ Celebrate 12th Birthday with Charity Football Match
Privately owned outsource contact centre celebrates its 12th birthday and organises a charity football match at…
NICE Introduces NEVA, World’s First Robotic Virtual Attendant
NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees, Delivering Intelligent, Real-Time Support Across…
Contact Centre Omni-Agents – Fact or Fiction?
Omni-Agents – Fact or Fiction? As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines…
Elevating The Role of Self Service in the Contact Centre
Elevating the role of self-service – 8 Top Tips Self-service has a greater role to play…