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Industry News

The Ministry of Tourism, Industry and Commerce and Arrowhead Communications, today signed a Memorandum of Understanding, paving the way for the operation of the Tuschen Call Centre. Read More...
52 Minutes Ago
Customers can order Innovative Intelligent Automation Solutions for Customer Service teams directly from Avaya and its channel partners.
Enables easier access to Avaya-compatible technology that extends the value of a company’s contact center networ... Read More...

April 14, 2021 3:48 PM
Grandstream announced the release of a new video conferencing system and companion wireless microphone. Read More...
April 13, 2021 4:37 AM
This acknowledgement is a substantial achievement globally and it further builds on RAYA's significant contributions to the outsourcing industry worldwide.
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April 13, 2021 3:28 AM
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About us - in 60 seconds!




At, we have been working with our global team from home for many years! Our President, Raj Wadhwani created a Work from home' video with tips based on our experience.

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Note: There is no charge. However, you will be asked to log in to access the content on our learning academy.

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Thomson Reuters tested the quality of its remote onboarding and training process during the pandemic. Managers used workforce analytics to break down and analyze interaction and performance data to determine areas of onboarding and training that could be improved.
April 5, 2021 5:00 AM
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Featured Editorial

When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work?? Read More...
April 14, 2021 5:00 AM
If you operate a contact center how would you describe it today? 100% work from home? work in a socially distanced center ? hybrid? share some details Read More...
April 13, 2021 5:00 AM
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We were delighted to see Jo Causon, Chief Executive Officer of Institute of Customer Service in the Impact Room recently. Jo joined Hannah Louise Cox to share some insight and thoughts about customer service, customer demands... Read More...
April 13, 2021 5:00 AM
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Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and p... Read More...
April 7, 2021 5:00 AM
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Hybrid Work – 5 Keys to Building an Effective Hybrid Workforce
Ryan Easter couldn’t believe he was being asked to run a pandemic business continuity test.
It was late October 2019 and Easter, the IT Director and a Principal ... Read More...

April 5, 2021 5:00 AM
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Tip of the Day

Make sure your agents check they are able to deal with a call before taking down too much information. For example, when we called a major ISP with a question regarding local internet access in the US, despite explaining the query the agent went into... Read More...
April 14, 2021 5:00 AM
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Members' Updates....

Shannon Peberdy -

Don't miss out on entering the ONLY global awards program in the industry! The submission deadlines for our 2021 '16th Annual' Global Top Ranking Performers Awards: APAC - CLOSED | EMEA - 16th April | AMERICAS - 23rd April Why enter our prestigious awards program? - The only TRULY GLOBAL award program - A COMPREHENSIVE program - 100% UNBIASED - The 'OLYMPICS' of the Contact Center World - Over 40 relevant AWARD CATEGORIES - Make CONNECTIONS with other award entrants - BENCHMARK against others - Unrivalled RECOGNITION - Public, Private, Inhouse, Outsourced Categories - INTEGRITY second to none | Apply at

April 14, 2021 2:39 PM
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April 13, 2021 6:48 PM
Jorge Luis Reyes Solano (Nicaragua) just joined our association! Welcome!
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Jason Miranda (Nicaragua) just joined our association! Welcome!
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Kellyne Clapper has connected with Tyler Zawacki
April 14, 2021 4:22 PM
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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

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