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.
Contact Centre Automation: Best Practices for 2020
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By TTEC With the digitisation of contact centre operations, the status quo…

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WHITE PAPER: How AI Improves Customer Experience
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By CallMiner Artificial intelligence is being used in many ways to improve…

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SAVE THE DATE: Digital Customer Engagement Summit
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After a huge successful debut the Digital Customer Engagement Summit will return…

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OpenText launches Core Experience Insights
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OpenText has launched Core Experience Insights, a SaaS application that provides marketing…

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TTEC Europe wins Business Improvement Strategy Award at the 2019 Contact Centre Network Northern Ireland (CCNNI) Awards
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TTEC’s Belfast contact centre were winners of the “Business Improvement Strategy” award,…

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REGISTRATION OPEN: Contact Centre & Customer Services Summit
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Following the success of last month’s event, we are preparing for another…

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Majority of UK workforce lacks basic cyber security training
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Seventy-seven per cent of UK workers admit that they have never received…

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Brits ‘divided’ on AI Virtual Assistant security
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British consumers are deeply divided in their opinion of using virtual assistants via…

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Goodbye. And hello! Contact Centre & Customer Services Summit
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We’ve just closed the doors on another super successful Contact Centre &…

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eTailing Summit: Get ahead in eCommerce
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Would you like to join us at the eTailing Summit as our guest? It…

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Mistakes employers make with Gen Z and how to avoid them
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Generation Z are the cohort employers have least experience of, and so…

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How hyper-personalised content is changing customer communication
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By Michael Wright, CEO, Striata  A raft of new technologies, many of…

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Cloud tech delivers ‘18% more customer satisfaction’
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The findings of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has shown…

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SAVE THE DATE: Contact Centre & Customer Services Summit
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The Contact Centre & Customer Services Summit takes place on April 27th…

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WEBINAR: Speech analytics with CallMiner and Ember Services
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Identify and stop customer and agent dissatisfaction and trigger points for better…

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5 Minutes With… Kevin Morley, Crown Commercial Services
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In the latest of our ongoing series of interviews with leading customer…

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

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

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GUEST BLOG: Demystifying Data Subject Access Requests
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One year on from the introduction of the General Data Protection Regulation…

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NICE partners with Atos to drive digital transformations
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Cloud contact centre software platform NICE inContact has partnered with French digital…

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Digital Customer Engagement Summit – Don’t miss out!
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The Digital Customer Engagement Summit is taking place on October 15th –…

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Westcon and RingCentral team up for cloud solutions
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Distributor Westcon and cloud specialist RingCentral have entered a strategic partnership to…

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8X8 acquires Wavecell
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8×8 has acquired privately-held Wavecell, a Singapore-based global Communications Platform-as-a-Service (CPaaS) provider,…

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GUEST BLOG: Creating an environment that motivates millennials
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By Nazma Quarban, Chief Revenue Officer, Cognism By 2025, 75% of the global workforce will…

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Content Guru inks cloud services deal with UK government
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Content Guru has been accepted as a ‘Cloud Software’ supplier to the…

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Woven employee wins ‘Hero of the Year’ at industry awards
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Sue Baker, a team leader in Woven’s B2B telemarketing department, was awarded…

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

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

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

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5 Minutes With… Jeremy Payne, Enghouse Interactive
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As part of our ongoing executive interview series, we sat down with…

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Retail failing at social media for customer service
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Retailers are neglecting social media when it comes to customer service, and…

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Is on-screen clutter getting in the way of good customer service?
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Contact centres are still wasting precious time on administration instead of servicing customers. Colin…

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AI key to customer service, but performance overrated
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Sixty-three per cent of contact centre leaders agree that chatbots and virtual…

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

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GUEST BLOG: What is Customer Experience?
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Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A…

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IBM and Lenovo partner on blockchain-powered customer services
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IBM is providing Lenovo’s Data Center Group with Cognitive and Blockchain-powered field…

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Befriending The Robot: How To Build Meaningful Relationships Using AI
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It goes without saying that implementing automation in the contact centre improves…

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CXone AI updates unveiled by NICE
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NICE inContact has confirmed the Spring 2019 release of NICE inContact CXone, which…

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SAVE THE DATE: Call Centre & Customer Services Summit
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The next Call Centre & Customer Services Summit will take place on…

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

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CASE STUDY: Blackpool Costal Housing Leadership Programme
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Like most organisations Blackpool Housing found themselves with a group of 30…

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CASE STUDY: Increasing conversions at Agria Pet Insurance
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By Ember Group Ember have created a bespoke training programme for Agria…

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Industry Spotlight: Fusion Contact Centre – Ultimate Unified Desktop
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Fusion’s agent-inspired unified desktop blends inbound & outbound contact over any channel,…

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CallMiner speeds up insight from unsolicited feedback
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CallMiner has unveiled a CX Solution Pack for enhanced customer experience insights…

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

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