Call Centre News

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

What Does 2015 Hold for the Contact Centre?


Richard Kenny explores what the future may hold for the contact centre industry in 2015.

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2 Minutes on… Increasing Sales


Mats Rennstam takes a look at how to increase sales in your contact centre – without treating your customers unfairly.

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Fraud Propelling Voice Biometrics


Stuart Dorman explains how the need to tackle fraud is accelerating the development of voice biometrics.

(Read more...) Views - 463

Stick or Twist… Switch to the Cloud?


Darren Deehan ponders when is the right time for you to abandon your on-premises applications.

(Read more...) Views - 306

Case Study: Housing Group Connects Customer Experience


Together Housing Group has connected its customer experience across 5 contact centres with help from mplsystems.

(Read more...) Views - 215

Ignore Customers at Your Peril


Dana Jones explains just how important it is to monitor customer interactions – and turn these into actionable information.

(Read more...) Views - 216

CCMA Awards Open for Nominations


The nominations process has opened for the 20th annual UK National Contact Centre Awards.

(Read more...) Views - 176

Agents and Technology Must Work Together


Andy Smith explains why empowered agents and sentiment analytics solutions need to join forces to collect actionable insights.

(Read more...) Views - 135

Get to Know Your Digital Customers


Richard McCrossan explains what organisations should be doing to truly understand their digital customers.

(Read more...) Views - 109

Case Study: Colloquy Boosts Student Engagement


Colloquy has boosted student engagement with help from NewVoiceMedia.

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