Happy Christmas and a Peaceful New Year from all at contact-centres.com We’re officially off now but…
Tag: Call Centre
Why ‘Pause & Resume’ Systems are NOT PCI DSS Compliant
Why so-called ‘pause and resume’ systems are not PCI DSS compliant – Danny Cresswell of CardEasy…
‘Shockingly Poor’ Customer Service Which? Survey Finds
Some major firms offering ‘shockingly poor’ customer service across the board at their contact centres, Which?…
Your Chance for your Contact Centre To Represent the UK’s Best!
Your Chance To Represent The UK’s Best! ContactCentreWorld – the global association for contact centre and…
VNG GT Connect Selects Vodafone storm to Improve Citizen Communications
VNG GT Connect Selects Vodafone storm to Improve Citizen Communications for 44 Municipalities Across The Netherlands…
From Risky to Business-Ready: 2024 AI Trends & Predictions
Quite possibly one of the biggest topics in technology over the last year – Artificial Intelligence…
Standards Framework Self-assessment Now Available From CCMA
You can now access the Contact Centre Standards Framework self-assessment from CCMA. Why Self-assess? The Standards…
Contact Centres Spend £2.4bn Authenticating Customers
UK contact centres spend £2.4bn per year authenticating customers – The average length of time taken…
Solving 5 Common Contact Centre Challenges in 2024
Solving 5 Common Contact Centre Challenges in 2024 – Running a contact centre is no walk…
Capita Signs CX Contract with Ireland’s National Transport Authority
Capita signs new customer experience contract with Ireland’s National Transport Authority Capita plc has signed a…
Consumers Demand More Accessible Phone Numbers from Banks
One in Four Consumers Demand More Accessible Customer Service Phone Numbers from Banks, Research Finds The…
ESP Group Awarded 18-Month Contract with Transport for Wales
ESP Group Awarded 18-Month Contract with Transport for Wales – Journeycall, part of the ESP Group,…
How Generative AI Is Empowering Not Replacing Agents
Navigating the Future: How Generative AI Is Empowering Not Replacing contact centre Agents Robert Mansfield, CTO…
Interact Becomes First Employee-Owned Contact Centre Outsourcer
Interact, a multi-award-winning UK contact centre outsourcer, is delighted to announce that it has become an…
What is Workforce Management in Contact Centres?
What is Workforce Management in contact centre? There are lots of moving parts in workforce management…
The Importance of Treating Your Customers Right
Contact centres can range from thousands of agent seats to just a few seats. When we…
Your Contact Centre Agent Desktop is a Mess
Your contact centre agent desktop is a mess – Fragmented systems and data sprawl make it…
The Importance of Tone in Artificial Intelligence: A missed opportunity
The importance of tone in artificial intelligence: A missed opportunity Anders Hvelplund, SVP, Jabra It’s no…
What’s a BPO Contact Centre and How Does it Work?
As per PwC, 73% of customers prioritize their experience when making purchasing decisions, ranking it just…