Ventrica wins Gold at ECCCSAs
Southend-based customer management outsourcer Ventrica has won Gold in the ‘Best Outsourced Contact Centre’ category at the European Contact Centre & Customer Service Awards 2017 (ECCCSAs). Founder and Managing Director of Ventrica, Dino Forte commented: “We are absolutely thrilled and honoured to win Gold in this category. I am so proud of all the team […]
North East Contact Centre Awards shortlist announced
The finalists in the North East Contact Centre awards have been announced, following a record number of entries. Back for its 15th year, the awards event benefits from the addition of three new categories, including Outstanding Contribution to the Community, Recruitment Champion and North East Contact Centre of the Year – Under 50 Seats. Hosted […]
Activate your free ticket for the Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit returns on April 23rd & 24th 2018, once again giving you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, including attendance to our gala dinner with entertainment, plus overnight accommodation. […]
How AI could change your contact centre
Thomas Rødseth, VP of marketing and product at Oslo cloud-based contact centre Puzzel explains how AI could change contact centres in the future… The roar has become louder over the last 12 months. Artificial Intelligence (AI) is coming and it will change everything. It’s been a gift to editors, bloggers, Ted talk speakers and conference […]
Eptica improves efficiencies at Birmingham City Council
Birmingham City Council (BCC) is delivering an improved service to its 1.1 million citizens by using Eptica’s AI-powered customer experience platform to respond consistently to the over 2.19 million emails and phone calls it handles every year. By using Eptica, BCC has cut average handling times across services for email by 30 per cent, to […]
INDUSTRY SPOTLIGHT: Introducing Syntelate XA, Inisoft’s new Omni-Channel Customer Engagement Suite
Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet. So what is Syntelate XA and what does this mean for you? Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s […]
Complex customer issues number one challenge for contact centre employees
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. And 60 per cent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. The report, The Health […]
Register today for the Call Centre & Customer Services Summit 2018
The Call Centre & Customer Services Summit returns on April 23rd & 24th 2018, once again giving you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, including attendance to our gala dinner with entertainment, plus […]
North-East accent key factor in creating more EE jobs
EE is creating more than 250 jobs at its Darlington base next year, with the boss of BT putting the decision down to the North-East accent. Gavin Patterson, chief executive of BT describes accents as one of the most important factors, along with the “good personalities, attitude and digital skills” that he’d found in the […]
Introducing Syntelate XA, Inisoft’s new omni-channel customer engagement suite
Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet. So what is Syntelate XA and what does this mean for you? Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s […]
