Gamification: Improving Contact Centre Agents
Reshaping user experience and improving contact centre agent satisfaction through gamification Meeting KPIs and ever-demanding customer expectations requires top-notch operations…
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Noble IVR Reduces Hold Times for Improved CX
Noble IVR Helps Companies Reduce Hold Times for Improved Customer Service Noble Systems, a global leader in omnichannel contact centre…
PCI Pal Releases Cyber Security & Compliance Predictions for 2021
Predicting the Unpredictable: PCI Pal releases cyber security and compliance predictions for 2021 Geoff Forsyth, CISO, PCI Pal highlights key…
Survey Reveals More Interactions Being Handled Through Digital Channels
NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels Presenting new insights from…
ResQ Create 120 Permanent Jobs at Hull Contact Centre
ResQ to create 120 new permanent contact centre jobs in Hull ResQ, the leading outsourced contact centre specialist, has today…
Contact Centre Solution Achieves Microsoft Certification
Enghouse Interactive’s flagship Contact Centre solution achieves certification under prestigious Microsoft Teams Programme Leading contact centre solution certified to ‘test…
TTEC Accelerates Outsource Growth Strategy in EMEA
TTEC Accelerates Growth Strategy in their EMEA contact centres with Addition of Industry Veteran Alistair Niederer TTEC welcomes Alistair Niederer as…
CCMA Contact Centre Research Reveals Chatbot Trust Gap
Latest CCMA Contact Centre Research reveals chatbot trust gap The latest research from the CCMA (Call Centre Management Association), the…
The Role of Cloud Contact Centres in Covid-19 Recovery
The role of cloud contact centres in supporting Covid-19 recovery and driving SMB growth While many small and medium-sized businesses…
IPI Picks Up Prestigious Award at Genesys Partner Vision
IP Integration (IPI), the digital contact centre specialist, today announced that it has been honoured by Genesys, a global leader…
COVID-19 Drove Effective Digital Acceleration in Contact Centres
COVID-19 Drove Effective Digital Acceleration in contact centres but 34% of British Consumers Still Want More Ways to Make Contact…
White Papers & Guides: The Power of Emotion in Customer Service
Contact Centre White Papers & Guides – The Power of Emotion in Customer Service from Business Systems & NICE inContact…
Swinton Group Boosts Net Promoter Score by 11 Percent
Swinton Group Boosts contact centre Net Promoter Score by 11 Percent with NICE Attended Automation NICE’s Attended Automation solution enables…
Financial Services Wasting Millions in Call Volumes
Financial services sector wasting millions in unnecessary call centre volumes A new research report from Go Inspire Group reveals that…
What’s Hot and What’s Not In Contact Centres 2021
2021 predictions – David Parry-Jones, VP of EMEA at Twilio 1. The demand to engage digitally, on a range of…
UK National Contact Centre Awards Open for Nominations
The UK National Contact Centre Awards 2021 are now accepting nominations, according to organisers the CCMA (Call Centre Management Association).…
SVL launches instructional Legacy Data EBooks
SVL launches instructional Legacy Data EBooks for Public Safety and Financial Services sectors. With Legacy Data becoming an increasingly problematic…
Wave Goodbye to 2020: What’s in store for 2021?
Wave Goodbye to 2020: What’s in store for 2021? As we say farewell to 2020 there are plenty of positives…
2021: The Year Customer Service Becomes More Human
contact centres 2021: the year that customer service becomes more human Brian Atkinson, GM and VP EMEA, Five9 Remote working…