According to Microsoft’s Global State of Multichannel Customer Service Report 2017, an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty.

We’re excited to announce that we have recently formed a strategic partnership with The Forum (formerly known as The Planning Forum). The goal is to provide sponsorship, thought leadership and best practice to their members; all of whom are...

We all make mistakes, it’s fact of life. But when we see the same mistakes being played out over and over again, at the very least we have to question the cause behind the effect, otherwise we will never learn.

Over the last few years, we have all witnessed the dramatic rise in the implementation of a vast array of new digital services across the contact centre sector.

Imagine if you went to work every day in a horse and cart.

Workforce Engagement Management has become one of the hottest topics on the agenda for contact centres seeking to deliver a superior customer experience (CX).