Pros and Cons of Contact Center Outsourcing

Pros and Cons of Contact Center Outsourcing thumbnail

More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults..

PCI Pal Supports Royal Exchange Theatre With Its Payment Security Compliance thumbnail

Manchester’s Royal Exchange Theatre has selected PCI Pal to securely manage telephone-based payments and refunds via its cloud-based Agent Assist solution and ensure it complies with PCI DSS rules..

EBI.AI Launches Community AI with Cost-Effective AI Assistants for Local Councils thumbnail

One of the UK’s leading conversational AI companies, EBI.AI, has launched a new service to help local councils struggling to cope with a high volume of repetitive calls about community services..

Vericall Named Best in the World with Two Gold Awards from Contact Centre World thumbnail

VeriCall has been recognized as the Best in the World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’ at Top Ranking Performers Ceremony. In addition, VeriCall CEO Adam Taylor personally received the Industry Champion award..

New Report From Vivantio Provides Roadmap for Next-Generation B2B Service Infrastructure thumbnail

Vivantio, a leading provider of customer service optimization software and solutions, has launched a new report, “Leveraging Breakthrough Service to Transform Your B2B Enterprise.”

The Relationship Between GigCX and Customer Lifetime Value thumbnail

Megan Neale, Co-Founder and COO at Limitless explores the relationship between GigCX and Customer Lifetime Value (CLV) and how it enables brands to re-think their approach to customer service..

MetTel Employees Win Stevie Awards for Customer Service Professional of the Year thumbnail

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic..

Calabrio Charts Record Year-on-Year UK Growth as Demand for Cloud Technology Soars During Lockdown thumbnail

Calabrio, the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months achieving 30% year-on-year sales growth, despite the global pandemic..

EDF Selects BigChange to Support Energy Solutions Delivery

EDF Selects BigChange to Support Energy Solutions Delivery thumbnail

BigChange, the mobile workforce management technology company, has announced that EDF has selected its pioneering JobWatch system to support the delivery of metering and energy services..

7 Ways to Provide Perfect Customer Service in the Home Improvement Industry thumbnail

‘The customer is always right’ is a phrase that is constantly being preached by business experts today. This is particularly true in the highly competitive home improvement industry..

How to Make an Exceptional First Impression

How to Make an Exceptional First Impression thumbnail

Jeff Mowatt looks at some surprisingly quick and simple ways to improve your response time to customer inquiries—and make an exceptional first impression..

Dixa Acquires Elevio – Focused on Helping Brands Improve the Quality of Customer Support thumbnail

Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal..

Six Communication Tips for More Happy Customers

Six Communication Tips for More Happy Customers thumbnail

Are you looking for ways to delight your customers beyond the standard realm of satisfactory customer service? Try communicating with them more effectively. Here are six tips to get you started..

Empower Your Workforce with a Smarter Approach to WEM

Empower Your Workforce with a Smarter Approach to WEM thumbnail

In the first of a new series of blogs, Magnus Geverts shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM)..

How to Streamline Your Buyer Journey to Build Loyal Customers

How to Streamline Your Buyer Journey to Build Loyal Customers thumbnail

Building a loyal customer base is essential to growing and maintaining a successful business. Loyal customers will always choose your brand over any others..

Reputation Welcomes Dave Mingle as Vice President of Customer Experience thumbnail

Reputation, the global leader in reputation experience management (RXM), today announced the appointment of Dave Mingle as vice president of customer experience..

Using Automated Analytics to Identify Contact Centre Issues and Solutions in Turbulent Times thumbnail

Insights from three analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times..

Macro 4 Launches Out-of-the-Box Customer Self-Service Portal for Fast-Tracking Digital Initiatives thumbnail

Macro 4 has launched an out-of-the-box self-service portal that companies can set up within days to give their customers secure online access to their customer journeys..

Air France KLM European Sales and Service Centre Continues Strong Employee Engagement Partnership with Thrive thumbnail

Air France KLM ESSC has continued its partnership with Thrive, which has involved the development of an employee engagement and communications app, ‘My Wem’..