Call Centre News

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

Outsourcing is Back in Fashion

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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?

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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

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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

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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

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

(Read more...) Views - 258

Case Study: Financial Firm Automates Quality Scoring

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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

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

(Read more...)

Case Study: Police Service Moves up the Ranks

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

(Read more...) Views - 103

Movers and Shakers – March 2015

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

(Read more...) Views - 183

CLI Presentation to Become a Legal Requirement

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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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