Contact Centre KPIs: What Are the Industry Standards?

Whatever happened to multichannel customer service?

Contact centres hesitant about role of social media…

Winners of the Customer Contact Innovation Awards 2012

Fusion Sunderland celebrates 10 years

Contact centre workers – unhappy and isolated

Businesses lose money through poor customer experience

Metrics that Matter – Service Level

Remote agents – the next big trend for contact…

CSAT is Still the Most Used Metric in the Contact Centre…

Demographic divide on ergonomic office tools

Building Customer Loyalty Using Social Media

Lunch & Learn event: “A day in the…

Award won for reducing sickness absence

Agent Journey Mapping: the Secret to an Even Better…

Abandoned and silent calls still major compliance issue

5 Steps to Great Phone Etiquette

Allocating a Specified Team is the Most Common Way to…

45% of Contact Centres Provide Agents With Multiple…

Building loyal customers in a price-driven industry

UK contact centres expect a recruitment drive in 2014

Are You Circling the Digital Plughole?

What are contact centres planning over the next two years?

2 minutes on… Customer Service Myths