Customer expectations driving contact centres to the cloud, but protection of customer data is still a…
Category: – Industry News
Industry news from the UK contact centre industry
Sabio – Building a platform for effective customer engagement at Carnival UK
For a major global cruise company such as Carnival, the contact centre plays a key role…
Time to stop talking about call centres?
Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’…
ScottishPower must meet Ofgem’s customer service targets
ScottishPower must answer all customer queries promptly, reduce billing backlog and resolve all outstanding Ombudsman complaints…
Netcall Survey: 95% of consumers say contact centres fall short on FCR
Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Case Study: Scotts & Co
Scotts Ltd is a large UK catalogue and website retailer currently operating several brands relating to gifts,…
Money Saved on Remote Working Should Be Spent on “Social Glue”
Working from home increases productivity and saves companies fortunes. If you re-invest some of your savings…
Noble Harmony v4 Offers Increased Functionality for Mobile Contact Centre Management from Noble Systems
Noble Systems have announced the release of Noble® Harmony v.4, adding to the power of its…
Premier Business Audio Improving Contact Centre Efficiency
Premier Business Audio are extremely proud to produce one of the first key statistical case studies…
Intelligent Digital Engagement – The key to taking advantage of Sales Abandonment
Customer Experience online is a topic which many companies approach from a basic angle. Providing an…
Keeping the contact centre agent morale high at peak times
As we move into the busiest part of the year for many contact centres, keeping staff…
Getting the retail customer journey back on track
Seven essential steps retailers should take to really put Big Data to work by bringing their…
ContactBabel Contact Centre HR & Operational Benchmarking Report
“The UK Contact Centre HR & Operational Benchmarking Report (4th edition 2014/15)”, is a major study…
CCMA UK National Contact Centre Conference Overview
The UK National Contact Centre Conference took place at the British Library in London on 4…
Parseq generates 150 new roles at Sunderland 2Touch contact centre
Parseq has moved a step closer to its £100m turnover goal with the creation of 150…
GoDaddy’s European Customer Care Centre goes live
GoDaddy, the world’s largest technology provider dedicated to small businesses, have announced it has opened a…
LateRooms announce outsource of customer service roles
It has been reported that LateRooms are set to outsource part of its customer service operation…
How Mobile is Transforming Enterprise Customer Experience
Every day more and more business processes are being transformed by mobile. Shopping, purchasing and fulfilment.…
Answering4U’s Contact Centre rings the changes with superfast broadband
Answering4U, a contact centre business based at Shipley, has boosted its customer service capability and made…