Buzz is in the air at the Co-op Headquarters, Angel Square, Manchester. Having already won several…
Category: – Industry News
Industry news from the UK contact centre industry
Confirmit Unveils FastTrack for Contact Centres
Confirmit, the leading global customer experience solutions provider for Voice of the Customer (VoC), Voice of…
Chat Overtakes Phone as Top Customer Service Channel
Chat has surpassed phone and email as the most popular way for consumers to interact with…
International win for Syntec CardEasy PCI DSS Solution
International win for Syntec’s CardEasy ‘keypad payment by phone’ PCI DSS solution CardEasy chosen by Micron…
Infinity Moves Office to Accommodate International Growth
Infinity CCS – technology provider to the customer management outsourcing industry – has moved to new…
NICE Announces Closing of inContact Acquisition
NICE & inContact to provide the market’s only integrated, analytics-driven contact centre and WFO suite in…
Artificial Intelligence is Changing the Contact Centre
How are Artificial Intelligence & Virtual Assistance Changing the Contact Centre? Over the last 5 years,…
2017 Five Key Tech Trends for Effective Customer Engagement
2017’s Five key technology trends for effective customer engagement – Sabio looks forecasts whats hot and…
Article: Forecasting Made Easy in the Contact Centre
Forecasting Made Easy in the Contact Centre – Ric Kosiba, Vice President, Interactions Decisions Group at…
Lloyds Banking Contact Centres On Call for Children in Need
Over 1,700 Lloyds Banking Group colleagues at contact centres across the UK will be showing their…
Webhelp Scoop Customer Experience Provider Award
Webhelp Named Customer experience Provider of the Year at Global Sourcing Association Awards 2016 Leading global…
The Next Steps for Cloud – Where Do We Go From Here?
The next steps for cloud – where do we go from here? – Stephen Ball Europe…
Inspired Outsourcing Continue to Reduce Unemployment
Staff at a North-East contact centre Inspired Outsourcing were on hand to inspire a group of…
Shop Direct WhatsApp Platform for Customer Service
Shop Direct becomes first UK-based retailer to launch WhatsApp-style conversational user interface platform for customer service…
Auxillis shortlisted for North East Contact Centre Awards
Auxillis shortlisted for two North East Contact Centre Awards The North East Contact Centre awards now…
A Day in the Life of A Contact Centre with WFM
Welcome to our world! – Through the eyes of a typical contact centre, Ben Willmott at…
Maintel Helps Derby City Council bring Contact Centre In-House
Maintel helps Derby City Council bring its contact centre support back in-house – Firm wins two…
The Most Annoying Customer Service Phrases
Customers can become easily frustrated when dealing with customer service (CS) agents, especially if they’ve become…
Webhelp Recruit 170 Staff at Dearne Valley Contact Centre
Webhelp Recruit 170 Staff at Dearne Valley Contact Centre Leading global customer experience and business process…