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The Contact Centre 2020 technology roadmap

Spitch provide their roadmap for how they predict technology will develop and be used for better service. Read More

10 lessons about Autonomous Customers & Super Agents – Nicola Millard at Top 50

Here are 10 things you should know before we move on to next year. Read More

Creating the Digital Contact Centre – overcoming digital customer engagement challenges [Download]

This whitepaper delves into the trends, challenges and opportunities that surround the concept of the digital contact centre. It gives practical advice on how contact centres can overcome the challenges of integrating digital, mobile and social contact channels. Read More

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

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Creating the Digital Contact Centre – overcoming digital customer engagement challenges [Download]

Understand how consumers use messaging [Download]

The State of Quality Monitoring – 2016 [Download]

The Customer Technology Directory