The Impact of COVID Pandemic on Digital transformation
Impact of COVID on digital transformation plans greater in local government than the NHS Last year, the pandemic accelerated digital…
COVID-19
New NHS 24 Contact Centre Opens in Dundee
A new NHS 24 contact centre has opened in Dundee – allowing the service to help more people and further…
COVID-19 Is Not An Obstacle to Customer Satisfaction
COVID-19 mustn’t be an Obstacle to Customer Satisfaction in Contact Centres – Poor customer service has been a consistent theme…
Adapting Contact Centres to COVID’s Ongoing Crisis Mode
Adapting contact centres to COVID’s ongoing crisis mode – Jeremy Payne, International VP at Enghouse Interactive This year, like many…
COVID19: Challenges and Way Forward for Customer Service
The impact of the pandemic, everyday challenges and the way forward for customer service in contact centres – Mat…
Ability to Work from Anywhere a Driver for Happiness
Ability to Work from Anywhere a Driver for Happiness in UK Employees » Life and Work Beyond 2020 study commissioned…
After Lockdown Will Remote Customer Support Stay?
After UK Coronavirus Lockdown #3, Will Remote Contactless Customer Support be Here to Stay in contact centres? By Ruti Dadash…
CallCare Appointed To Manage COVID 19 Vaccination Helpline
CallCare appointed to manage COVID 19 vaccination appointment helpline – UK GP surgeries inundated with patient enquiries about vaccine In…
Businesses That Stay Close to Customers will Ride out Lockdown
UK businesses that stay close to customers will be able to ride out lockdown 2.0, according to Gemma Harding from…
How COVID-19 Has Impacted on Contact Centres
How COVID-19 Has Impacted the Progression of Contact Centres Gary Williams, Director of Sales and Consultancy at Spitch, explores the…
Contact Centre Agents handle COVID-19 call every 3 seconds
999 Contact Centre Agents handle a call every three seconds during Covid-19 peak BT’s latest 999 call handling volumes are…
Winning, losing and regaining customers in the COVID-19 era
Winning, losing and regaining customers in the COVID-19 era What was the impact on your customer journey in your contact…
Estate Agency Grows Due to Contact Centre Lockdown Strategy
Estate agency grows market share thanks to safe but successful contact centre lockdown strategy Estate agency Yopa reports increased market share…
Lockdown Sees Spike in Live Chat at Contact Centre
Lockdown Sees a Spike in Live Chat Messages at Moneypenny Contact Centre Recent Moneypenny data has revealed substantial increases in…
The Challenge of Contact Centre Staff Working From Home
How to meet the challenge of an increase in contact centre staff working from home – Martin Cross, CTO at…
Now is the Time to Review COVID-19 Tech Decisions
FourNet advises contact centres ‘now is the time’ to review COVID-19 tech decisions – ‘New normal’ era of remote-working offers…
NICE inContact & Zendesk Remote Contact Centre Teams
NICE inContact and Zendesk Working Together to Support Remote Contact Centre Teams NICE inContact CXone@home free for 60 days to…
How Contact Centres Can Prepare For The New Normal
How contact centres can prepare for the ‘new normal’ Covid-19 has hit a number of industries hard, to the point…
Government Guidance for Contact Centres During COVID-19
Government Guidance for Contact Centres during the COVID-19 Pandemic – Download Now The Government has produced a Guidance document for…