Call Centre

Customer experience experts discuss why it's time to up your AI game - and the best ways to do it... more

4 Dec 2017 10:15 Technology

The new study from contact centre outsourcer KURA reveals how contact centres are failing customers... more

20 Nov 2017 10:45 News

Telephone Compliance Council launches to protect your right to make sales calls... more

2 Oct 2017 10:30 News

Put that call on hold for a these top tips to conquer call centre issues! more

25 Aug 2017 10:00 Toolbox

Guilty or not? Do you make these common mistakes that drive customers away...? more

4 Aug 2017 14:00 News

Find out why older generations are choosing live chat over long customer service calls... more

24 Jul 2017 10:35 News

Find out your legal obligations for recording customer calls more

3 Jul 2017 12:00 News

Three reasons for high turnover in the contact centre. more

25 May 2017 11:00 Leadership & Coaching

The way that customers interact with businesses is far different than it used to be, largely due to rising competition... more

15 Feb 2017 12:00 People

Integration will enable call handlers to know exactly who is calling, what they want and how best to handle the call. more

17 Mar 2016 00:00 Technology

New solution improves agent productivity, reduces administration and ensures Ofcom compliance more

20 May 2015 00:00 Technology

For many organisations, the contact centre is either the main frontline or at least one of the main ways of engaging with customers... more

16 Mar 2015 00:00 Leadership & Coaching

National Call Centre Awards’ Call Centre Manager of the Year 2013 and nominee for this year’s senior manager award from the European Call Centre Awards, Russell Wilson talks to SI. more

19 May 2014 13:19 People