The new collaborative contact centre
By EveryCloud Building a collaborative contact centre has never been so important, it’s crucial to stay connected for a contact centre to function at its best capacity. It’s our job to guide you on the best technology and tools you should utilise to improve customer service. Unleash your people’s talent and delight your customers from […]
5 Minutes With… Erik Delorey, Empirix
In the latest installment of our contact centre industry executive interview series, we spoke to Erik Delorey, Product Marketing Manager and Solutions owner for the Hammer Test Automation product line at Empirix, about the company, industry challenges and opportunities, new technology and the wisdom of Douglas Adams… Tell us about your company, products and services. […]
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
By Content Guru In the contact centre industry, looking backwards can often give us a clear indicator of what lies ahead. 2020 brought with it both personal and professional challenges no one could have predicted. However, the coronavirus crisis marked a clear turning point for the contact centre – one that has laid the foundations […]
Learn from the best at the Contact Centre & Customer Services Summit
Your virtual pass to next month’s virtual Contact Centre & Customer Services Summit includes access to four webinar sessions – Confirm your attendance today! The webinars include:- “Inspire culture change and improve performance using intrapreneurship” Using the ‘What Would I Do If It Was My’ methodology, Alison delves into the minds of the top entrepreneurs […]
BT commits long-term future to Plymouth contact centre
The EE contact centre in Plymouth is set for a multi-million refurbishment as BT commits its long-term future to the city as part of plans to invest in a complete refit of its facility there. The centre – located in Langage Business Park, Plympton, and one of the largest employers in the area – will […]
TalkTalk creates 50 jobs for young people in North West
Salford-based connectivity provider TalkTalk has begun advertising six-month work placements for more than 50 young people, as part of the Government’s Kickstart Scheme. The Kickstart Scheme is run by the Department for Work and Pensions (DWP) and will last until the end of 2021. It provides funding to create new job placements for 16- to […]
How Analytics Can Help You Deliver Superior Customer Service
Lauren Maschio, Product Marketing Manager, NICE Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point […]
Do you specialise in Call Centre Technology? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on Call Centre Technology solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Call […]
CALL FOR SPEAKERS! Would you like to talk at the Contact Centre & Customer Services Summit?
We’re looking for contact centre industry thought-leaders to share their knowledge at the upcoming Contact Centre & Customer Services Summit, which is taking place virtually on April 26th & 27th and again as a live event on September 13th & 14th. If you’re available on those dates, have an internet connection and would like to […]
Customer experience management market to hit $21.8bn
The global customer experience management market is projected to reach revenue of $21.86 billion by 2027, equivalent to a CAGR of 13%. That’s according to data from Fortune Business Insights, which cites the heightened importance of enhancing customer experience (CX) amid the COVID-19 pandemic. The report asserts that with millions of people worldwide confined to their […]