Integrating Social Media into the Contact Centre

Social media as a contact centre channel is set to grow 32% per annum until 2017.…

Dogs Trust selects Echo Managed Services for microchip helpline

Charity extends relationship with Echo Managed Services to help meet 2015/16 deadline for all dogs to…

ASC to Demonstrate INSPIRATIONneo WFO Suite at CC Expo 2014

ASC have announced it will demonstrate its neo Workforce Optimization (WFO) suite at ICMI’s Customer Contact…

Tripudio Cloud Based IP Telephony Whitepaper Now Available

Tripudio Cloud Based IP Telephony Whitepaper Every business, start-up or enterprise, is challenged with increasingly changing…

CCMA Increases Membership by 20% in One Year

Industry Body Responds to Rapid Expansion with Two Senior Appointments The Call Centre Management Association (CCMA),…

Time to chat: How to capture value in the next generation of web chat

Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to…

Discover Why The Difference is Jabra at Customer Contact Expo 2014!

Visit Jabra at Customer Contact Expo 2014 to Hear, See and Feel the Difference Jabra, the…

Interactive Intelligence suggests Look at the past

Interaction Optimiser helps service organizations of all sizes successfully execute customer interaction strategies by aligning available…

What is Your Contact Centre Hiding?

Are your contact centre’s key performance indicators (KPIs) giving you the the whole story? For many…

Capita signs outsource contract with Wycombe District Council

Capita has signed a five year contract to provide Wycombe District Council with a fully integrated…

New jobs at Spark Response contact centre

Spark Response has created 30 new jobs after securing a new contract with one the UK’s…

Top tips for creating a better, personalised customer experience

Whether it’s through your customer service, sales or marketing; personalisation isn’t simply adding a customer name…

Are contact centres keeping sensitive information safe?

Consumer confidence of contact centre security could be at an all time low, according to AKJ…

Aspect Software Fills the Skies With Cloud-Based Deployment Solution

Aspect Software Fills the Skies With Cloud-Based Deployment Solution Aspect Software announced Aspect Hosted, a superior…

Firstsource and giffgaff success at NOA Awards

Firstsource and giffgaff win two awards at National Outsourcing Association’s Outsourcing Professional Awards Firstsource Solutions have…

Teleopti adds mobility and gamification to Teleopti WFM

Teleopti has added mobility and motivational gamification to its latest version of Teleopti WFM. Employees are…

Webhelp acquires Business Process Outsourcing firm FDI

The Webhelp Group has strengthened its Business Process Outsourcing (‘BPO’) activities with the acquisition of FDI,…

Parseq expands contact centre operations with aquisition of Pure

Business process outsourcer Parseq has acquired Brighton-based charity contact centre Pure as part of its strategy…

White Paper – “Are you listening to your customers?”

White Paper – “Are you listening to your customers?” – Nigel Olding – Product Director –…

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