Is Online Check-In As Popular As It Should Be?
The days of standing in a huge queue at an airline check-in desk to kick start your holiday or travel…
Industry News
5 Ways to Reduce Customer Effort In the Contact Centre
5 Ways to reduce customer effort in contact centres and eliminate dumb contacts Colin Hay at Puzzel outlines 5 smarter…
Business Case For Moving Your Contact Centre to the Cloud
How to put together a business case for moving your contact centre to the cloud – Enda Kenneally, VP of…
PureCloud by Genesys Races Past 1 Million Interactions Daily
Genesys®, the global leader in omnichannel customer experience and contact centre solutions, continues to experience explosive customer adoption and platform…
Financial Services Sector Drives UK Outsourcing
Financial Services Sector Drives UK Outsourcing to record period Strong business investment between January and June 2017 saw UK market…
No Calls Please, We’re British! Avaya Survey Reveals
YouGov survey of over 5,000 banking customers reveals Brits’ overwhelming aversion to phone calls Bank customers in the UK politely…
ECCCSA2017 Let the Awards Competition Begin!
ECCCSA2017 competition is on – 17 European countries represented – 39% increase in entries compared to last year – 50%…
Millennials Desperate to Switch-Off From Work
‘Out of office’ but always on – New survey shows Millennials desperate to switch-off from work – 73% of…
NICE inContact Introduces CXone Contact Centre Platform
NICE inContact Introduces CXone – the World’s No. 1 Cloud Customer Experience Platform CXone is a fully-integrated and open cloud…
Echo Managed Services Appoints Programme Director
Outsourced customer contact specialist Echo Managed Services has appointed a programme director to deliver its new cloud-based billing solution for the global utility…
Bots and Intelligent Assistants Can Transform Contact Centres
Ann-Marie Stagg, Chief Exec of the Call Centre Management Association looks at how Bots and Intelligent Assistants will enable you…
Portsmouth City Council Extends Call Recording
Portsmouth City Council Extends Call Recording to more departments Following the successful installation of a Liquid Voice interaction recording platform…
Aspect Software Launches Aspect Verify 17 in the UK
Trust platform adds “Proximity” checks and advanced reporting to increase completion rates and reduce friction Banks and payment services providers…
8×8 Introduces New Capabilities For Enhanced Customer Experiences
8×8 Introduces New Capabilities for Contact Centres to Deliver Enhanced Customer Experiences 8×8 Virtual Contact Center Enables Midsize and Enterprise…
Predictive Diallers And The Philosopher’s Stone
Predictive Diallers And The Philosopher’s Stone – Danny Singer of Noetica looks at how abandoned calls are a thing of…
Aeriandi Expands Voice Services with NICE Nexidia Analytics
Aeriandi expands secure voice services to offer NICE Nexidia Analytics Complementary suite of analytics tools enhances Aeriandi’s secure voice platform…
“That’s not my Job” – The Art of Delegation. CALLCARE Discusses
That’s not my job”: Are job descriptions the be all and end all when delegating? It happens all the time…
Enghouse Interactive Releases Communications Centre 10.0
Communications Centre 10.0 – Updated contact centre application enhances agent experience withintelligent SMS routing and integration, task and activity queuing,…
AGO Outsourcing Create Contact Centre Jobs
AGO Outsourcing have announced the creation of 470 jobs at their new East Kilbride based contact centre as part of…