Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]
New security and Web Chat features set to complement Intelecom’s existing solutions…
The provider of cloud-based multichannel contact centre solutions, Intelecom, has introduced its latest set developments which will enhance its current strategy of placing information security management and quality at the top of its priority list. The new security features build additional resilience into the contact centre environment with the introduction of two-factor authentication and an […]
6 ‘major pain points’ identified in ContactBabel’s annual report…
The 14th edition of ContactBabel‘s annual ‘UK Contact Centre Decision-Makers’ Guide’ has been released by the industry analyst firm, which focuses on the operations, performance, technology and HR aspects of UK contact centre operations. Based on a random sample of the industry, a detailed questionnaire was presented to 216 contact centre directors and managers to complete between June and August 2016, and analysis of all collected responses was conducted in […]
