The Contact Centre 2020 technology roadmap

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

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.

How dirty is your CRM data? Take the interactive quiz

Is your CRM a hot muddy mess? If so you aren’t going to get the best out of it. This quiz will help you to sort it out.

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.

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.

Call centre staff productivity best practices: Tips, tech and common KPIs

Ultracomms’ Robert Bates gives us his take on contact centre staff productivity, covering best practice tips, technological tools and common KPIs.

How MOO are winning with Live Chat

Dan Moross, Director of Customer Experience at MOO reveals how his team have become no.1 for live chat and achieve "very, very low wait times"

The Top 50 Benchmarking Report 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

Instant messaging for customer service: Facebook, bots and being channel-agnostic

We chat to customer service tech expert Martin Brown of FM Outsource about Facebook’s big play, bots and why instant messaging is just another channel.

CRM best practices: 6 tips for keeping customers in view

Make sure you're following CRM best practices with our 6 top tips and expert input from DMC Software's Nick Poncia.

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