Contact Centre Performance Management Systems: Improving agent development and service quality
The modern contact centre has evolved far beyond measuring call volumes and average handling times. Customer service leaders are expected
The modern contact centre has evolved far beyond measuring call volumes and average handling times. Customer service leaders are expected
By Merchants South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and
For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce
Jake Healy has been part of the Forum Events team for four years and recently took over as Event Sales
The Contact Centre & Customer Services Summit is taking place in September, where top speakers such as Jack Barmby, CEO at Gnatta,
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Delivering outstanding customer service depends on more than simply answering calls quickly. Contact centre leaders need accurate insights into customer
NW Hearts Charity is your local charity, supporting people across Greater Manchester. We are passionate about improving the lives of
Artificial intelligence continues to dominate the customer service agenda, but for many contact centres the challenge is no longer simply
Behind every successful Contact Centre Summit is a team dedicated to ensuring delegates have a productive, valuable and enjoyable experience.
Remote and hybrid working have transformed the contact centre landscape. Today’s customer service teams are no longer confined to a
As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if
You’re invited to join us as our guest for the Contact Centres and Customer Services Summit, a two-day event designed for
The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday
Much of the conversation around artificial intelligence in customer service has focused on automation and self-service. However, one of the
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