Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season..

Bespoke International, a fully integrated global outsourced customer service centre founded by CEO Mark Thomason and his co-directors has recorded growth to over 800 employees in its first two years..

Localz, leading experts in last mile customer engagement, location and messaging technology, has today announced a newly appointed Vice President of Sales EMEA, Gary Rosier-Taylor..

PCI Pal today announced a new integration with Amazon Connect to offer its customers worldwide with additional options for payment security and compliance with PCI Pal omnichannel secure payment solutions..

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence..

Can businesses spot warning signs that their staff are about to burn out? Absolutely, says Amy King, Business Psychologist and Co-Founder of Workplace mental wellbeing platform provider People Matter.

Empirix, a leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years..

Calabrio, the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3)..

Japan-based business process outsourcing giant with a presence in 30 countries is now able to deliver effortless customer experiences on behalf of its clients after adopting the Avaya OneCloud CCaaS platform..

Despite soaring turnovers (up 79 per cent on average) and average price increases of 47 per cent, fewer than half of trades businesses (48 per cent) said they were profitable in the year to July 2021..

Report unveiled on day one of Calabrio Customer Connect (C3) digs into agent wellbeing and shows the key importance of employee-centricity and agent retention as the industry faces “The Great Resignation”..

Jared King, Co-Founder and CEO of Invoiced believes customer obsession is the path to winning. In this article he explains how the purposeful crafting of customer experience can help any business achieve its goals..

In 2020, many organizations have had to rethink their approach to their business and adapt to a rapidly changing environment. This gave many companies time and a chance to take a fresh look at their processes..

Customer expectations around delivery are changing. As we increase our online shopping frequency and continue to accelerate the shift to e-commerce, our understanding of the new normal is evolving..

Kore.ai, a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution with Agent Assist virtual assistant..

Customers want to feel like they are being heard. In this article, we will look at 8 reasons why it’s important to speak your customers’ language – from the importance of empathy to the benefits of a multilingual workforce..

Exclusive research conducted by Reputation in partnership with CGA ranks the most important pieces of information in the consumer journey and shares best practices for digital reputation management..

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Thomas Riedl, Chrome OS reveals all..