Call Centre News

Call Centre News – a selection of news stories related to contact centres

Outsourcing is Back in Fashion


Jeremy Payne looks at how the cloud and other enabling technologies have helped to bring outsourcing back from the brink.

(Read more...) Views - 255

Are These the Hottest Metrics Right Now?


Susannah Richardson looks at the advantages and disadvantages of the most used contact centre metrics.

(Read more...) Views - 323

Contact Centres Aren’t Tracking the Customer Journey


90% of contact centres are not able to follow the customer journey across multiple channels and touch points.

(Read more...) Views - 394

CPS is the Wrong Measure for Network Performance


Simon Sharman looks at how you should measure the performance or capacity of a communications network.

(Read more...) Views - 148

Photos from Welsh Contact Centre Awards 2015


The winners of the Welsh Contact Centre Awards have been announced.

(Read more...) Views - 258

Case Study: Financial Firm Automates Quality Scoring


Pershing has improved its customer experience performance with the help of a customer interaction analytics solutions from CallMiner.

(Read more...) Views - 108

Cloud Fears Unfounded


42% of contact centre managers cited security fears as a barrier to cloud adoption, yet none who moved encountered these issues.

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Case Study: Police Service Moves up the Ranks


Policelink has improved its customer engagement by introducing new digital customer service channels from KANA.

(Read more...) Views - 103

Movers and Shakers – March 2015


This month we bring you news from LiveOps, Jabra and NewVoiceMedia.

(Read more...) Views - 183

CLI Presentation to Become a Legal Requirement


The Department for Culture, Media and Sport is looking to introduce mandatory CLI presentation for sales and marketing calls.

(Read more...) Views - 445
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