IFS-mplsystems’ Enhancements to intelligentResponse
IFS-mplsystems Announce Enhancements to their Leading AI & Virtual Assistance Solution – intelligentResponse At a time when customer service organisations…
Contact Centre
SVL: The Case for Speech Analytics in the SME
Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of…
Ready to take Contact Centre Planning to the next level?
Are you ready to take Contact Centre Planning to the next level and accelerate your success with Workforce Management? Join…
ECCCSA 2018 Finalists Announced as Tickets Go On Sale
ECCCSA 2018 finalists announced as tickets for the spectacular Awards Evening go on sale • Organisations from 19 European countries…
Contact Centre Outsourcer Ventrica Expands Second Site
Outsourced contact centre Ventrica expands its second site to meet growing demand for its services with up to 200 new…
Webhelp Make Waves in Dunoon Beach Clear Up
Webhelp UK, one of the country’s leading business process outsourcers (BPO), has teamed up with The GRAB Trust to work…
HGS wins contract with Money Advice Service
Hinduja Global Solutions Ltd. (HGS), has announced that its subsidiary Hinduja Global Solutions UK Ltd has been awarded a new…
BT Consumer Create 1,000+ Jobs at its UK Contact Centres
• More than 1,000 permanent roles to be created in BT call centres across the UK and Ireland. • New…
Turn your Contact Centre into a Customer Engagement Centre
Your customers’ experience has never been more important and levering intelligent contact centre technology can ensure optimum customer AND agent…
Gig Economy on the Rise: What’s the effect on Agents?
Gig economy on the rise: customer service agents show strong interest working as on-demand agents • Aspect Agent Experience Index…
Traditional Wireless Technology is a Waste of Space
When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s exactly what’s happening in…
What customers want (What they really really want….)
Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to the customer experience you…
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers will no longer settle…
Zendesk Launches Integration of WhatsApp Business Solution
Zendesk, Inc. have announced an integration with WhatsApp that allows businesses to manage customer service interactions and engage with customers…
Government Outsourcing Bounces Back Despite UK Market Softening
The total value of public sector deals rose 39 per cent year-on-year in the first half of 2018, according to…
How Informed Contact Centres Keep Customers Happy
When it comes to growing the bottom line and long-term growth, one of the most important factors is customer satisfaction…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently. If you’re a contact…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares…