Taking Payments in Your Contact Centre? Important Changes
Taking payments? Get ready for changes to the European Payment Services Directive. The rules for accepting payments in Europe are…
Industry News
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today, they are helping to…
Contact Centre Solution Award goes to Eckoh CallGuard
Best Contact Centre Solution Judges Award goes to Eckoh’s CallGuard Eckoh, the global provider of secure payment products and customer…
Customer Experience Sector in Ireland – New Report
IDA Ireland Launches new report on Customer Experience Sector in Ireland – Automation and “Chatbots” to transform contact centre industry…
Data is everything in the new era of customer service
Data is everything in the new era of customer service – Patrik Vesterberg of Teleopti explores the value of WFM…
Outsource Recognised for Outstanding Customer Service
Walsall-based utilities customer contact outsourcer, Echo Managed Services, and its client South Staffs Water have been awarded a prestigious accreditation…
WFO Can Help Contact Centres with Conduct Risk
How WFO Can Help with Conduct Risk – Richard Mill looks at how Workforce Optimisation (WFO) contact centre tech can…
Vericall To Create 200 Contact Centre Jobs in Fife
VeriCall to deliver 200 jobs with the opening of a new contact centre in Fife with the financial assistance of…
trivago books Talkdesk to optimise contact centre
trivago Hotel Relations books Talkdesk to optimise contact centre Talkdesk announced trivago Hotel Relations selected Talkdesk as its contact centre…
European Contact Centre & Customer Service Awards
European Contact Centre & Customer Service Awards 2019 – You are the best! The ECCCSAs are the greatest awards programme…
Arvato Secures Contact Centre Contract Extension
Business process outsourcing (BPO) partner Arvato has secured a three-year multi-agency contract extension from the Department for Transport (DfT) as…
8×8 Introduces Service Management for Contact Centres
8×8 Introduces Service Management for Contact Centres to Help Organisations Provide Best-in-Class Customer Experiences 8×8, Inc. have announced an expansion…
The Power of AI to Reduce Contact Centre Costs
Harnessing the Power of AI and Machine Learning to Reduce Contact Centre Costs The concepts of artificial intelligence and machine…
How to Personalise the Customer Experience
Recent independent research by Opinion Matters showed that customers want to know why you’re calling them and where you got…
One year On from GDPR but what have we learnt?
This week marks one year since the General Data Protection Regulation (GDPR) arrived on 25 May with much speculation and…
Does On-Screen Clutter Hinder Good Customer Service?
Is on-screen clutter getting in the way of good customer service? Contact centres are still wasting precious time on administration…
14% of Contact Centres Confident to Meet CX
Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs Frost & Sullivan survey…
Noetica Granted U.S. Patent for Live Person Detection
Noetica Granted U.S. Patent for Live Person Detection in an Automated Calling System British Company Brings Artificial Intelligence to North…
Private Sector Dominates Outsourcing
Private sector dominates UK outsourcing market in Q1 2019 Businesses signed deals worth £648 million between January and March, according…