William Hill & Aspect Partner For Next Generation CX
Leading gaming giant William Hill forms strategic partnership with Aspect Software to enable its vision for next generation customer experience…
Industry News
Contact Centres – Fast Becoming A dream Job
Contact centres; fast becoming a dream job rather than a stepping stone to one – By Joanne Regan-Iles, Executive Director…
Are Customers Losing Patience with your Customer Service?
Are customers losing patience with your customer service? White Paper from 8×8 ‘Importance of Customer Service – Value of Speed’…
Generation Z More Likely To Want Personal Advice
Generation Z are more likely to want personal advice according to a report from Target Group Generation Z is the…
Content Guru Appoint New Chief People Officer
Content Guru Taking Customer Engagement & Experience to the Next Level with New Chief People Officer The world’s leading cloud…
Calabrio Acquires Teleopti to Create Global Standard for CX
Calabrio Acquires Teleopti to Create the Global Standard for Customer Experience Intelligence Combined company ranks among largest contact centre workforce…
Make Sure your CX is Switched on During the Big Switch-Off
In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025,…
5 Tips for Successful Contact Centre Cloud Migrations
5 Tips for Successful Contact Centre Cloud Migrations – Migrate with Confidence The contact centre has become the turning point…
Taking Payments in Your Contact Centre? Important Changes
Taking payments? Get ready for changes to the European Payment Services Directive. The rules for accepting payments in Europe are…
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today, they are helping to…
Contact Centre Solution Award goes to Eckoh CallGuard
Best Contact Centre Solution Judges Award goes to Eckoh’s CallGuard Eckoh, the global provider of secure payment products and customer…
Customer Experience Sector in Ireland – New Report
IDA Ireland Launches new report on Customer Experience Sector in Ireland – Automation and “Chatbots” to transform contact centre industry…
Data is everything in the new era of customer service
Data is everything in the new era of customer service – Patrik Vesterberg of Teleopti explores the value of WFM…
Outsource Recognised for Outstanding Customer Service
Walsall-based utilities customer contact outsourcer, Echo Managed Services, and its client South Staffs Water have been awarded a prestigious accreditation…
WFO Can Help Contact Centres with Conduct Risk
How WFO Can Help with Conduct Risk – Richard Mill looks at how Workforce Optimisation (WFO) contact centre tech can…
Vericall To Create 200 Contact Centre Jobs in Fife
VeriCall to deliver 200 jobs with the opening of a new contact centre in Fife with the financial assistance of…
trivago books Talkdesk to optimise contact centre
trivago Hotel Relations books Talkdesk to optimise contact centre Talkdesk announced trivago Hotel Relations selected Talkdesk as its contact centre…
European Contact Centre & Customer Service Awards
European Contact Centre & Customer Service Awards 2019 – You are the best! The ECCCSAs are the greatest awards programme…
Arvato Secures Contact Centre Contract Extension
Business process outsourcing (BPO) partner Arvato has secured a three-year multi-agency contract extension from the Department for Transport (DfT) as…