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Industry News

The UK's most popular call centre magazine
We asked our readers to identify the latest trends hitting their contact centres. Upper management have started to prioritise quality over quantity Management have started to understand that quality measurements, including quality of service, are as important (if not more […]
Our panel of experts reveal the best ways to implement a true ‘channel of choice’ experience. Think carefully about how you respond to your customers Think carefully about how you respond to your customers – just because they emailed you […]
Here are our most popular articles of 2014. Number 10. 6 Games to Liven up the Contact Centre Playing games in the contact centre is a great way to help boost motivation and overall performance, as well as make those […]

Service News

The 2015 Awards Shortlist has been announced
Due to high volume of entries there will be short a delay in announcing 2015 UK Customer Satisfaction Awards finalists
Report shows the gap in business’ measurement of customer experience means they don’t know what customers really want.