eConnect is an online platform which provides current, year-round news and
analysis from key industry sectors
Born out of the success of our existing and ever-growing events portfolio, our fortnightly eConnect newsletters bring together the latest industry news, topical content, recruitment opportunities and event information directly to your inbox.
How hyper-personalised content is changing customer communication
960 640 Stuart O'Brien

By Michael Wright, CEO, Striata  A raft of new technologies, many of…

read more
Cloud tech delivers ‘18% more customer satisfaction’
960 640 Stuart O'Brien

The findings of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has shown…

read more
SAVE THE DATE: Contact Centre & Customer Services Summit
960 640 Stuart O'Brien

The Contact Centre & Customer Services Summit takes place on April 27th…

read more
WEBINAR: Speech analytics with CallMiner and Ember Services
960 640 mattd

Identify and stop customer and agent dissatisfaction and trigger points for better…

read more
5 Minutes With… Kevin Morley, Crown Commercial Services
960 640 Stuart O'Brien

In the latest of our ongoing series of interviews with leading customer…

read more
Digital Customer Engagement Summit – Attend for free!
960 640 Stuart O'Brien

There’s a free VIP place reserved for you at the Digital Customer Engagement…

read more
UK outsourcing rebounds as government spending increases
960 640 Stuart O'Brien

A rise in government spending saw the UK outsourcing market rebound in…

read more
GUEST BLOG: Demystifying Data Subject Access Requests
960 640 Guest Post

One year on from the introduction of the General Data Protection Regulation…

read more
NICE partners with Atos to drive digital transformations
960 640 Stuart O'Brien

Cloud contact centre software platform NICE inContact has partnered with French digital…

read more
Digital Customer Engagement Summit – Don’t miss out!
960 640 Stuart O'Brien

The Digital Customer Engagement Summit is taking place on October 15th –…

read more
Westcon and RingCentral team up for cloud solutions
960 640 Stuart O'Brien

Distributor Westcon and cloud specialist RingCentral have entered a strategic partnership to…

read more
8X8 acquires Wavecell
960 640 Stuart O'Brien

8×8 has acquired privately-held Wavecell, a Singapore-based global Communications Platform-as-a-Service (CPaaS) provider,…

read more
GUEST BLOG: Creating an environment that motivates millennials
960 640 Guest Post

By Nazma Quarban, Chief Revenue Officer, Cognism By 2025, 75% of the global workforce will…

read more
Content Guru inks cloud services deal with UK government
960 640 Stuart O'Brien

Content Guru has been accepted as a ‘Cloud Software’ supplier to the…

read more
Woven employee wins ‘Hero of the Year’ at industry awards
960 640 Stuart O'Brien

Sue Baker, a team leader in Woven’s B2B telemarketing department, was awarded…

read more
G3 Comms and Connect Manage Services merge
960 640 Stuart O'Brien

G3 Comms and Connect Managed Services have merged, creating a new Customer…

read more
Jabra launches PanaCast real-time intelligent video solution
960 640 Stuart O'Brien

Jabra has unveiled a smart Panoramic-4K Plug-and-Play video solution, PanaCast. Described as…

read more
8×8 inks partnership with EveryCloud in North West
960 640 Stuart O'Brien

8×8 has partnered with EveryCloud, strengthening its reach to customers in the North…

read more
5 Minutes With… Jeremy Payne, Enghouse Interactive
960 640 Stuart O'Brien

As part of our ongoing executive interview series, we sat down with…

read more
Retail failing at social media for customer service
960 640 Stuart O'Brien

Retailers are neglecting social media when it comes to customer service, and…

read more
Is on-screen clutter getting in the way of good customer service?
960 640 Stuart O'Brien

Contact centres are still wasting precious time on administration instead of servicing customers. Colin…

read more
AI key to customer service, but performance overrated
960 640 Stuart O'Brien

Sixty-three per cent of contact centre leaders agree that chatbots and virtual…

read more
EDF to use Capgemini’s Odigo CCaaS platform
960 640 Stuart O'Brien

EDF Energy is to use a Contact-Center-as-a-Service (CCaaS) offering from Odigo, Capgemini’s cloud…

read more
GUEST BLOG: What is Customer Experience?
960 640 Guest Post

Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A…

read more
IBM and Lenovo partner on blockchain-powered customer services
960 640 Stuart O'Brien

IBM is providing Lenovo’s Data Center Group with Cognitive and Blockchain-powered field…

read more
Befriending The Robot: How To Build Meaningful Relationships Using AI
970 640 Guest Post

It goes without saying that implementing automation in the contact centre improves…

read more
CXone AI updates unveiled by NICE
960 640 Stuart O'Brien

NICE inContact has confirmed the Spring 2019 release of NICE inContact CXone, which…

read more
SAVE THE DATE: Call Centre & Customer Services Summit
960 640 Stuart O'Brien

The next Call Centre & Customer Services Summit will take place on…

read more
INDUSTRY SPOTLIGHT: SmartScribe
960 640 Guest Post

Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on…

read more
CASE STUDY: Blackpool Costal Housing Leadership Programme
960 640 Stuart O'Brien

Like most organisations Blackpool Housing found themselves with a group of 30…

read more
CASE STUDY: Increasing conversions at Agria Pet Insurance
960 640 Stuart O'Brien

By Ember Group Ember have created a bespoke training programme for Agria…

read more
Industry Spotlight: Fusion Contact Centre – Ultimate Unified Desktop
960 640 Stuart O'Brien

Fusion’s agent-inspired unified desktop blends inbound & outbound contact over any channel,…

read more
CallMiner speeds up insight from unsolicited feedback
960 640 Stuart O'Brien

CallMiner has unveiled a CX Solution Pack for enhanced customer experience insights…

read more
8×8 integrates with Google’s Contact Centre AI
960 640 Stuart O'Brien

8×8 has announced its integration of 8×8 Content Centre with Google Cloud’s…

read more
4 reasons you need live chat today
960 640 Guest Post

The implementation of live chat, chatbots and virtual assistants has grown exponentially.…

read more
GUEST BLOG: What role will Chatbots play in 2020? 
960 640 Stuart O'Brien

Interesting times are ahead as contact centres cut through the jargon, dispel…

read more
Introducing the Digital Customer Engagement Summit
960 640 Stuart O'Brien

The Digital Customer Engagement Summit is a brand new, one-day event from…

read more
GUEST BLOG: Taking call centre analytics to the next level
960 640 Stuart O'Brien

It’s not just your customers that are making more demands of you;…

read more
Semafone reshuffles pack ahead of US expansion
960 640 Stuart O'Brien

Semafone has appointed Gary E. Barnett to the role of CEO, replacing…

read more
GUEST BLOG: IT and marketers working together will improve CX
960 640 Stuart O'Brien

For years, marketers have talked—and written—extensively about the disconnect between marketing and…

read more
First Direct tops latest UK Customer Satisfaction Index
960 640 Stuart O'Brien

Banking provider First Direct has topped the UK Customer Satisfaction Index (UKCSI),…

read more
NICE unveils global ‘Robotic Automation Community’
960 640 Stuart O'Brien

A new educational platform from NICE aims to provide resources and best…

read more
INDUSTRY SPOTLIGHT: Simply Compliant
960 640 Stuart O'Brien

Fusion’s simple phone payment technology captures the small and medium contact centre…

read more
CX and contact centres: What will change in 2019?
960 640 Stuart O'Brien

By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted…

read more