What is Digital Transformation in the Contact Centre?
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise…
Industry News
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to…
Court Users to Benefit From New Contact Centres
People across the country will benefit from two new Courts & Tribunals Contact Centres opening today in Stoke and Birmingham….
Contact Centre Management: It’s time to change the metrics
Customer Service Management: It’s time to change the metrics Dino Forte, CEO, Ventrica argues that in order for contact centres…
21st Welsh Contact Centre Awards – Shortlist Announced
“Newcomer nominees prove contact centres provide real careers” says industry leader as of the 21st anniversary awards shortlist announced A…
How to Improve Customer Satisfaction with Self-Service
How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains how this can be…
5 Components of an Emotional Intelligent AI Contact Centre
How can we ensure the success of customer engagements in the contact centre in this rapidly evolving digital world? Johan…
General Motors Deploys NICE Across 65 Contact Centres
General Motors Deploys NICE Performance Management to Improve Employee Collaboration While Putting Customers First Across 65 Contact Centres Managing 30…
Consumers Increasingly Comfortable With Human-Mimicking Robots
Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research But findings also indicate strong…
Teleperformance Wins Major Banking Outsource Contract
The UK banking group CYBG has extended its outsource contact centre contract with Teleperformance, the worldwide leader in outsourced contact…
4 Weeks Left to Enter UK National Contact Centre Awards
4 Weeks Left to Enter UK National Contact Centre Awards 2019 – Nominate individuals and teams for free on the…
How to Use Chatbots to Enhance Customer Experience
How to Use Chatbots to Enhance Customer Experience – Tony Dolan, Head of Marketing at Connnect Managed Services The lowest…
Ultracomms wins Excellence Award for PCI DSS Compliance
Ultracomms wins Award for Excellence for Payment Card Industry Data Security Standard compliant technology Ultracomms, a leading provider of Level…
Two PCI Excellence Awards for Eckoh in 2019
Eckoh plc, the global provider of secure payment products and customer contact solutions, has won two awards at this year’s…
Job Cuts Announced at Barclays Leeds Contact Centre
Barclays have announced that up to 300 staff could face either redundancy or relocation from the company’s Leeds contact centre…
Vodafone To Restructure Glasgow Contact Centre
Telecoms giant, Vodafone UK, have announced that up to 350 customer service and technology jobs at their Glasgow contact centre…
Study Reveals Innovation & Cost Are Key Drivers of Cloud
Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe Mitel survey of 1,000+ decision…
Teleopti Launches Cloud BI Tool – Insights
Teleopti Launches Cloud BI Tool, Insights, Helping Organizations Discover the Power of Their Data Insights utilizes embedded Power BI from…
Ageas Insurance Set To Close Contact Centres
It has been reported that Ageas Insurance is to close its contact centres in Stoke on Trent and Port Solent…