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Joanna Marks

World cup style wins in the contact centre management game

Joanna Marks, 15th September 2014

How is managing the German Football Team similar to managing our contact centres?

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Nick Davey

The European Contact Centre and Customer Service Awards are back!

Nick Davey, 12th September 2014

We are delighted to announce that the ECCCSA’s are back for another year, and we have an early Christmas present for you.

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Anne Murrow

Follow the sun: The New Zealand Contact Centre Story

Anne Murrow, 8th September 2014

The Manawatu Contact Centre Cluster in New Zealand supports contact centre actitvity in the area. Time zones and opportunities in the industry make it an attractive outsource destination, explains Anne Murrow.

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Lara Doyle

Survey: How embedded is your Voice of the Customer programme?

Lara Doyle, 5th September 2014

We’d like to understand the maturity of the UK’s contact centre VoC programmes. Please help to inform our research by sparing 5 minutes of your time to complete this quick survey.

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Mike Morrison

Round table: Getting the most out of your social customer service operation

Mike Morrison, 4th September 2014

The purpose of this roundtable is to inspire brands to harness the power of social customer service so that they can deliver a better customer experience, increase operational efficiency and save costs.

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David Collins

How to handle reservations calls effectively

David Collins, 3rd September 2014

David Collins, Co-Founder and Group Marketing Director of Great National Hotels and Resorts shares some insight into effectively handling hotel reservations calls and keeping guests happy

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Andrew Jensen

Contact centres are the driving factor shaping customer experience

Andrew Jensen, 29th August 2014

Driven by growing omni-channel interactions with their customers, demand for new channels is redefining the call centre into the contact centre.

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Latest Comments

LukeBilton on Why ARE call centre employees playing tricks?
Here here! What a passionate and spot-on article. You're absolutely right, we should all take pride ...
nicholasdavey on Why ARE call centre employees playing tricks?
Great article Lara - I agree, I was surprised that this was a topic that was brought up as an issue, ...
NaomiBull50 on Why ARE call centre employees playing tricks?
I completely agree with you Lara there are a lot of positive elements of the industry that this arti ...
Damien Kirby on A 5 minute interview with Jason Stanton, Head of Guest Experience, Odeon
A Great insight! A true reflection on Jason's passions and how he believes people are the most impor ...