Customer service centres need to extend working hours
As the working day for those in customer service continues to evolve, a report by CallCare has identified some of the big changes the industry is set to face. Contact centres need to be prepared to deal with customers both earlier and later than previous years, according to the report, which showed an increase in calls […]
Industry Spotlight: Kura embarks on major expansion programme
Kura has been selected as a strategic partner for energy giant Scottish Power for the next five years, making Kura its largest outsourcing partner. This new contract will see business expand into new regions including Forres, Morayshire and the Sefton area of Liverpool, securing 500 jobs and adding 700 seats to their expanding portfolio. This […]
Embrace remote working and save billions, suggests new report
Sudden cold snaps risk billions to the British economy, but the solution could be closer to home, according to a report by 8×8. Transport issues and availability in cold weather can affect quarterly economic earnings by around £2.5 billion, but 63 per cent of employees aren’t comfortable to suggest working from home, and 37 per cent […]
Forum Insight: 10 ways to succeed at a Networking Event
Walking into a meeting room full of people you don’t know can be a scary experience. But there are proven ways to conquer this fear and make ‘networking’ enjoyable, useful and a great way to do business. Paul Rowney is here to present 10 of the best ways to nuke those networking nerves! Plan ahead: […]
Forum Insight: What to expect from our Forums this year
Starting off 2017 as we mean to go on, this year’s first forum ended last week, with people from across the globe booking in to the Radisson Blu Hotel for two days of meeting, greeting, wining and dining with some of the industry’s leading names. With seminars throughout the day tailored to individual industry needs, […]
Aspect announces chatbot availability
Workforce optimisation company Aspect Software has announced the availability for its newest chatbot. The chatbot, known as Mila, will be available on collaboration and messenger platforms such as Slack, Microsoft Teams and Facebook Workplace, and aims to provide call centres with automated self service functionality to view schedules, book time off and trade shifts with […]
National Archives take to the cloud
The National Archives are digitising their communication technology to give access to the cloud. Based in London, the National Archive is the official government archive and publisher for England and Wales, securing official records physically and digitally. Provided by 8×8, over 600 staff members will get access to a cloud based system, using the communication […]
Customer care more important than ever, says Teleopti
The constantly shifting industry landscape is nothing new but as change becomes rapid, customer care is the competitive edge for many companies, according to call centre industry specialist. In a report by Teleopti product manager Jeremy Hamill-Keays, industry leaders are warned that analysing customer trends and data isn’t enough to guarantee revenue. As consumers become more […]
Social machines reaching a ‘coming of age’
Machines capable of communication and interaction with their environments could greatly influence industry evolution, according to new research. The study, by growth partnership company Frost & Sullivan, explains that while technology has grown in leaps and bounds over the past 50 years, artificial intelligence and sentience is still a long way from replacing most human […]
Guest Blog: Al Cook: The year of the next-generation contact centre
Al Cook, Director of Product and Head of Contact Centre Business at Twilio, examines how the call centre industry will change in 2017 The current call centre experience doesn’t come without its faults. It would be safe to assume that most, if not all, people can relate to the frustration of trying to contact a business […]
