News & Blogs

16th & 17th November 2021 - ExCeL, London Organisers of the Call and Contact Centre Expo are pleased to open the doors of the ExCeL, London to thousands of contact centre professionals today for the s ...

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with customer habits, and access to the history of interactions.  In thi ...

This guide to building your business around the customer by RingCentral is an essential read for 2021, as experience will make or break your company.

When it comes to communications, having too many apps might be doing more harm than good. The result is lower workplace morale and productivity, which hinders your organisation's ability to deliver ou ...

Just how important is employee experience? RingCentral look at how happy employees make happy customers, technology overhwelm and more in this free ebook.

Every year, ContactBabel carries out a survey of over 200 UK companies, looking at CX activities, strategies and benchmarks. The result is “The UK Customer Experience Decision-Makers’ Guide”. To whet ...

Delivering an effortless customer experience is the best way to gain loyalty. In this free webinar on May 11th, 10am BST, learn how to create a Netflix-like customer experience in contact centres, wit ...

In this episode of the Risk Management Show podcast, host Boris Agranovich meets Chris Beall, CEO at ConnectAndSell.  In this interview they discussed the following questions: How GDPR, TCPA and other ...

Puzzel has appointed Frederic Laziou as its new CEO. Laziou is tasked with driving forward Puzzel’s international expansion, extending the vendor’s proposition into new regions and industry sectors, a ...

The benefits of nurturing your customers and earning their loyalty are well known, both for your organisation’s reputation and its bottom line. But sometimes just one bad experience can lead to custom ...

This innovative technology from mGage enables supporters to easily engage with Oxfam and provides a simple and seamless way to donate. It brings two proven solutions together, rich messaging and mobil ...

One thing is certain: 2021 will be interesting. Customer contact centres are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions are prov ...

In the past couple of years, contact centers have suddenly undergone an extreme character makeover, from asset-sweating tech laggard to leading light in intelligent automation. How has this corporate ...

Case study: Pancreatic Cancer UK and Semafone - Safeguarding Donations During Coronavirus.  Discover how Semafone helped Pancreatic Cancer UK’s remote staff take secure, PCI DSS compliant payments; en ...

Total Experience has been pegged as one of the top technology trends to watch in 2021. So what is it and why is it especially important for contact centres this year? The goal of TX is simple – to pro ...

In the months since the World Health Organization declared coronavirus a pandemic, there’s been much pontificating – both informed and otherwise – on our ‘new normal’. All of these predictions and obs ...

The pandemic has forced businesses to ditch on-prem technology and ramp up cloud investment. Read our latest blogs to find out how contact centre and security habits have changed over the last 6 month ...

From natural disasters to wide-scale power outages, there are plenty of events that can knock your physical call center out of action. When the unexpected occurs, a solid call center disaster recovery ...

It sounds prosaic to say companies outgrow their technology. But that’s a very real process many businesses have to navigate. To maintain business as usual while internally managing process and techno ...

The pandemic has made clear that remote work is not only a viable permanent option, but it also offers significant benefits. Discover how to boost employee engagement and customer experience (CX) by o ...