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...

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

"Then he shouted, ‘you f***ing P**i b***h!" I was shocked and said ‘pardon?’ Then he shouted it again. I said, ‘I could report you for that sort of language’ but he carried on yelling and screaming so I ended the call.”

What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.

We’ve all been there.

When it comes to digital transformation, the call centre has already come a long way. As we enter an age where customers want and expect fast resolutions to their queries, call centres have taken steps to implement and maximise the effectiveness of...