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How to master capacity planning

There are many different ways to ‘capacity plan’ for call centres and back office functions. However, how do you truly understand the demand and what is the ‘true’ workload? Read More

How these 5 principles helped Renault deliver omni-channel excellence

These are the 5 principles you need in order to provide your customers with the omni-channel experience they expect. Read More

How to match Netflix, Google and Amazon’s omni-channel experience

CSPs are planning to invest in omni-channel software systems due to customer demands. But can they match the likes of Google, Amazon and Netflix? Read More

Enterprise Rent-A-Car seizes homeworking opportunities in the UK

Homeworking is being implemented across UK contact centres in order to deliver real business benefits and boost employee engagement. Here's how Enterprise Rent-A-Car did it. Read More

Web chat software: Reviews, staffing tips and epic fails to avoid

We look at popular web chat software solutions, issues around staffing and some epic live chat fails. Read More

ECCCSA shortlist announced

The shortlist for the European Contact Centre and Customer Service Awards 2016 has been announced. Read More

Love Energy Savings reveal the 10 tips you need when implementing self-service technology

With 62% of businesses choosing to invest in new technologies, it's vital that your employees view as an asset and not a threat. Here are the top 10 tips you need when implementing change. Read More

What the real Mad Men can teach us about customer service

Advances in technology are changing the way customer communications, interactions and experiences are delivered. Therefore, what can the contact centre learn from the 1960's classic Mad Men? Read More

7 things every world-class contact centre should be doing

Contact centres play a crucial role in improving customer experiences and enhancing customer loyalty. Here are seven things that every contact centre should consider: Read More

Video: Delivering excellent customer service with

Watch the video to find out how have partnered with Interactive Intelligence to deliver excellent customer service every time. Read More

5 ways AI and advanced self-service are changing the face of customer service

While it's relatively straightforward to design automated systems, they are typically unable to understand detailed questions. Here's 5 ways AI and advanced self-service are changing customer service. Read More

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