2 minutes on… First Contact Resolution

Planning Forum Events – 2013

NewVoiceMedia sets new world record

Getting to 80% Rate of Back-Office Workforce Utilisation

Budget and Business Cases Holding Back Speech Analytics

Movers and Shakers – October 2012

The Importance of Building a Reputation for Being Kind

Stealthy Does It

Agent Motivation is not all About Incentive Schemes

Voice biometrics used for call centre fraud prevention

Case Study: How the public sector is using contact…

A contact centre apprenticeship scheme

Movers and Shakers – Jan 2012

Web chat solution for customer service organisations

North East contact centre winners announced

New eBook released

2 minutes on… Optimising team leader/advisor ratios

Less Than a Fifth of Contact Centres use a Hosted WFM…

Voice biometrics secures contact centre against fraud

Contact centres celebrate at North East Awards

Movers and Shakers – February 2012

Plantronics headet awarded latest global standard for…

Contact centres move to the cloud

Customers Happy to Hold