Enghouse Systems Limited have announced that it has acquired IT Sonix AG for a purchase price…
Category: – Contact Centre News
News from the UK contact centre industry
Sabio & Verint support Professional Planning Forum
Sabio and Verint partner to sponsor Professional Planning Forum’s ‘Volatility & Flexibility Challenge 2014’ Sabio has…
Jabra Invests in Business Growth Initiatives
Jabra UK & Ireland Business Solutions recent investment in growth initiatives sees the promotion of two…
Sensée Reaches Milestone of 500 UK Home Agents
Contact centre homeworking specialist Sensée has appointed its 500th HomeAgent as the company continues to expand…
Web chat: Why it’s becoming the customer channel of choice
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how…
What’s in it for me?
Gone are the days when a contact centre could be run using only landlines and a…
Getting it right first time just became more important than ever
First Call Resolution has always been a bit of a mantra in the customer service industry.…
RESPONSE Staff at the Contact Centre ‘Glitzies’
RESPONSE, one of the UK’s leading contact centres located in Glasgow, has staged its third annual…
RIP Average Handle Time says Enghouse
Historically, many contact centres have prioritised reducing average handle times. In the past, the metric has…
Interactive Intelligence is just the fit for Next
Leading clothing and homeware retailer, Next, has refit its three contact centres with Interactive Intelligence solutions,…
Contact Centre Omni-channel – Beyond Retail
Stand H810: Connected Business 2014, 4th – 5th March, Olympia, London Taking inspiration from the retailing…
Firstsource Announces launch of Smartomation
New user-friendly process automation that helps maximise productivity and effectiveness Firstsource Solutions Limited have announced the…
Altitude uCI Solution Brings Competitive Advantage to We Fight Any Claim
UK Claims Management Company Profits from Altitude uCI Unified Customer Interaction Solution Flexibility Altitude Software have…
White Paper: How Employee Engagement impacts Customer Service
Good customer service is an attitude not a process A new white paper published by Serco…
Noble Systems Receives 2014 Product of the Year Award
Noble Systems Corporation has received a “2014 Product of the Year Award” from Customer magazine and…
Echo Managed Services helps deliver 400% increase in registrations for RAF Careers
– Echo uses Facebook to enable RAF engagement with potential recruits – Performance secures further customer…
EE Creates Jobs at Contact Centre
EE commits to deliver industry-leading customer service by increasing UK-based customer service resources – Over 1,000…
Evolution Demands New Communication Solutions – Jabra Biz 2300
The contact centre of tomorrow will play an even greater strategic role in shaping brand perception…
Interactive Intelligence Makes Organisational Changes
Interactive Intelligence Group Inc has created three C-level positions to further streamline its operations for improved…