Plummeting Retail Figures Reflect Need for Better Omnichannel

Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software Fall comes…

Outsource Market Dominated by Financial & Retail

Outsourcing agreements worth £718 million were signed between January and March, according to the Arvato UK…

ECCCSA Awards 2018 Now Open for Nominations

European Contact Centre and Customer Service Awards open for nominations • Nominations open on 4 May…

Incentives Shape the Future of Bank Contact Centre Culture

How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group Financial service…

Why You Need To Make the Right Call over Quality Assurance

Why you need to make the right call over quality assurance Contact centres have a bad…

Webinar: Shaping up for AI in the Contact Centre

Shaping up for AI: How to introduce Chatbots, Virtual Assistants and Intelligent Technologies to the Contact…

Liquid Voice Expands Portfolio with Voice Analytics

Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate…

Teleopti Empowers WFM Software with Artificial Intelligence

Teleopti, a global leader in workforce management (WFM) solutions, today launched the first of many functionalities…

Virgin Media Set to Close Swansea Contact Centre

Virgin Media has announced that its Swansea contact centre, opened in 2012, will close Autumn 2019…

The Wow Factor – Does It Really Matter asks Teleopti

In today’s super-connected world, products are easy to find so how do you stand out from…

New Artificial Intelligence-Powered Routing Engine

New Artificial Intelligence-Powered Routing Engine by Genesys Creates World’s Most Predictive Customer Experiences New Capabilities Extend…

MatsSoft Positioned in Gartner Magic Quadrant

MatsSoft Positioned in the Niche Players Quadrant of the Magic Quadrant for High-Productivity Application as a…

Puzzel Launch Chat bot functionality and GDPR readiness

Chat bots are creating new opportunities to expand and improve customer interactions and Puzzel’s latest release…

NICE Cognitive Robotic Automation Platform

NICE Cognitive Robotic Automation Platform Expands on Amazon Lex’s Self-Service Capabilities by Transforming Chatbot Requests Into…

Study Reveals Contact Centres Unprepared for GDPR

Aeriandi study reveals contact centres woefully unprepared for General Data Protection Regulation (GDPR) Less than one…

NICE inContact Release New Omnichannel Customer Experience Insights

NICE inContact CXone Spring 2018 Release Introduces New Omnichannel Customer Experience Insights, Enhanced Workforce Collaboration, and…

Stockport MBC Advances Digital First Approach With Verint

Stockport Metropolitan Borough Council Advances Digital-First Approach With Verint – Simplifies Information Access, Consolidates Systems and…

The Contact Centre And The White Company

Case Study: The Contact Centre And The White Company The Challenge The White Company was looking…

Digital Tools for Human Engagement in Contact Centres

Digital Tools for Human Engagement in Contact Centres by Steve Ellis, Partner, Leadership & Learning, TTEC…

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