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Iain Shipley

How contact centres can expand without losing focus

Iain Shipley, 24th June 2016

Managed office solutions offer a way for both in-house and outsourced contact centres can expand or relocate with minimal delays, risk and cost.

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Mike Morrison

50 days until entries close for 2016 European Contact Centre & Customer Service Awards

Mike Morrison, 10th June 2016

The European Contact Centre & Customer Service Awards (ECCCSA) are being run for the first time in association with the Call Centre Management Association (CCMA). This year’s awards feature a number of new categories – Innovation in Digital Transformation, Best Social Media in Customer Service, Best Multi-Channel Customer Service, and Best Deployment of Customer Insight – reflecting the growing requirement for...

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Mike Morrison

Top tips for writing an ECCCSA entry

Mike Morrison, 9th June 2016

Entries for The European Contact Centre & Customer Service Awards are now open. Taking place on the 21st November 2016 at the Hilton Park Lane, ECCCSA 2016 promises to be an evening of celebration you won’t want to miss. If you want to apply but are feeling stumped by a blank entry form, here are some top tips on how to convey...

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Dino Forte

How multilingual call centres can spearhead sales growth

Dino Forte, 8th June 2016

Find out how contact centres can keep pace with international expansion of ecommerce and deliver multilingual customer service

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Call Centre

How businesses can achieve BIG with REAL insights

Call Centre, 31st May 2016

With 2016 defined as the Year of the Customer, how can the contact centre use speech analytics to improve the overall customer experience, whilst delivering rapid and measurable results?

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Call Centre

The Top 50 Benchmarking Report 2016

Call Centre, 31st May 2016

This exclusive report summarises the key findings from the 2016 Top 50 companies for customer service programme, along with exclusive interviews with three of the top performers

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Sponsored content

Omni-channel customer experience best practices [eBook]

Sponsored content, 19th May 2016

This eBook explains 6 best practices for a seamless omni-channel customer experience.

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evaluagent on Call centre staff productivity best practices: Tips, tech and common KPIs
TomQ_UBM callcentrefocus #ContactCentre Some great insights. Metrics and KPIs are really useful only ...
raviselvi2790 on Top tips for writing an ECCCSA entry
thanks for shared wonderful information of giving best information.its more useful and more helpful. ...
jimm1875 on Three rewards proven to motivate employees (and it's not money)
Dejavu, I'm struggling to recognise staff fro their contribution, cash incentives are just a no-go, ...
Ieccleston on 5 must-have customer service tool features
I'll add Clarity Connect as an <a href="http://connect.claritycon.com">example of an omni-chan ...

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