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How can contact centres avoid falling foul of new Ofcom regulations?

With another crackdown on cold calling about to be announced, it looks like telesales are on their way out. Read More

Forget Christmas TV Ads. Customer service is the best holiday marketing investment [Infographic]

Which high budget TV ad will win this year? Wrong question - it's the service, stupid. Read More

The ECCCSA winners are…

On Monday night the winners of the European Contact Centre and Customer Service Awards 2016 were announced to a full house at the Hilton on Park Lane. Vodafone Italia was awarded Large Contact Centre of the Year, whilst Lego was presented with the award for Medium Contact Centre of the Year and Small Contact Centre of the Year went to Ingeus. Read More

28% of callers may hang up if they hear ‘phone system’ music

A study reveals the top 5 things you should think about when deciding what your waiting customers should hear. Read More

Case study: How interaction analytics can increase both customer satisfaction and employee retention

This case study, courtesy of Business Systems, explains how speech analytics contributed to achieving 30% reduction in talk time, a 15% increase in customer satisfaction 20% increase in employee retention. Read More

What do consumers really think about Chat Bots? [Infographic]

24 hour customer service is the top benefit of Chat Bots, according to a survey by myclever into UK consumer attitudes towards the technology. Read More

How long do customers spend on hold? [Infographic]

...and how is this affecting your business? Read More

Back to basics: The perfect contact centre operating model

Getting the basics right and doing them well is the first step towards creating that all important balance of cost vs. delivery. Read More

Achieve superior customer experience via advanced analytics

With 90% of contact centres unable to track a customer journey across multiple channels, how can advanced analytics help you to connect the dots? Read More

Reshoring call centres from offshore locations

An oversight of the things you need to consider before bringing work back onshore. Read More

Why bad customer service is burning your bottom line [Infographic]

Find out exactly how bad experiences are affecting your profits. Read More

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Understand how consumers use messaging [Download]

The State of Quality Monitoring – 2016 [Download]

The ultimate download: Customer Contact Expo 2016 presentations

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