AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...

Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk...

As companies come out of the pandemic and look to more exciting growth and the development of new markets, the need for a bright and...

Google is rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys,...

More than 88million worth of working days were lost in Britain due to financial stress last year, prompting business leaders to...

Genesys has released “Human Values: The operating system for a high-performing contact centre,” a study examining the values, desires and...

What does a lead generation company do? In the digital age we live in today we only have to enter a few keywords into a search engine to...

Five9 shared research that revealed that 30% of customers left brands they had previously been loyal to in the last year. The study also...

Over the past three days, XL Marketing has had a significant presence at the UK's largest and premier fleet show. The team led by...

These days, most telecommunications traffic is routed through a packet-switching network, and it is frequently routed over the public...

What Does an Indecisive Customer Look Like? As implied in the name, an indecisive customer just cannot make a decision. As a consequence,...

Customer satisfaction as a differentiator is nothing new, but the ways in which that satisfaction can be met has evolved dramatically in...

Akixi has published a whitepaper on the importance of the customer journey, after a staggering 32% of consumers said they would stop...

Charles Mitchell from Callcentre Helper investigates how call centre advisors can take control of customer contacts and provide...

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with...

As companies become increasingly data-driven, business intelligence or BI will be a key component of your tech stack. This is due to two...

Influencer marketing software provider GRIN has revealed the results of a survey on the divergence of social media buying behaviour for...

What is customer experience and why it matters in your contact centre – A positive customer experience is vital to the success of your...

Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further....

Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....