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The largest HR and Operational study of UK Contact Centres has taken place and revealed some interesting findings. The ‘UK Contact Centre HR & Operational Benchmarking Report’ provides accurate detailed information on UK Co
2017 was a significant year for the Contact Centre industry. Advancements in technology have changed the way contact centres function. Innovative methods have brought significant opportunities for the industry and helped to impro
Telecoms regulator Ofcom have published a report on proposals for the regulation of telephone numbers beginning with 070, this follows an assessment of this specific market. The purpose of 070 numbers has always been to be
Organisations are now reaching the realisation that understanding Customers’ experiences whilst they interact with agents is an absolutely essential requirement to continual improvement and overa
