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Industry News

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Call Centre Abruptly Closes in Cape Breton, Leaving Hundreds Without Work
Almost 700 people lost their jobs at a Cape Breton call centre after the company announced its immediate closure, leaving employees stunned and without work weeks before Christmas.
December 14, 2018 3:17 AM
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Bucher + Suter's Connects Now® Certified in the ServiceNow Store
A Seamless and Powerful Integration of ServiceNow & Cisco Contact Center
December 14, 2018 1:34 AM
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Series B Investment in Luminoso Technologies Announced
DVI Equity Partners, LLC (DVI), along with VT Companies and DF Enterprises, announced an investment in Luminoso Technologies’ Series B round of financing.
December 13, 2018 11:51 PM
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Call Center in Renovated West Frankfort Outlet Mall to Bring 100 More Jobs to Town
The new WPS Health Solutions call center is expected to open in March in a renovated portion of the mall and is projected to employ a total of 225 people.
December 13, 2018 10:09 PM
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Premium Content

H&R Block Selects eGain for AI-Powered Customer Engagement
eGain, the leading provider of cloud-based customer engagement solutions, announced that tax preparation giant H&R Block has selected eGain Solve™ to automate service and sales interactions for taxpayers at scale. The solution will be used to power H&R Block’s new Ask a Tax Pro service.
December 14, 2018 5:00 AM
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Noble Receives Frost & Sullivan’s Market Share Leadership Award for Sixth Consecutive Year
The Frost & Sullivan 2018 Market Share Leadership Award for the North American Outbound Dialing Systems market was announced at last night’s Gala event. Noble Systems' key performance drivers, which include depth of innovation, strength of offering, and ownership experience, continue to set the comp...
December 4, 2018 4:32 PM
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ContactCenterWorld.com Announces Winners of the 2018 Industry Champion Awards
Thunder Bay, Ontario – Canada November 2018
ContactCenterWorld.com, the world’s largest contact center and customer engagement association, is pleased to announce the winners of the coveted 2018 Industry Champion Awards
November 20, 2018 10:24 PM
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Industry Blogs

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December 13, 2018 5:00 AM
U-WFM - Seasonal Workforce Planning – is your Contact Centre Christmas-Ready?
Could employing more FTEs over Temps not only be good for your customers but also good for your business?
 
The Christmas surge
An obvious topical challenge faced by contact centres at this time of year, is how to address seasonal variations ... Read More...
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December 13, 2018 5:00 AM
Teleperformance - Today’s Customer Interactions Require a Deeper Experience

 
How can brands and businesses connect better with their customers? To date, this continues to be one of the most complicated questions there is in terms of customer experience and customer loyalty, and while companies today are using social... Read More...
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December 13, 2018 5:00 AM
UJET - How to integrate customer feedback into customer service training

Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. Whether they're helping a customer solve a problem, walking through a difficult process or followi... Read More...
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Tip of the Day

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Start From The Top
December 14, 2018 5:00 AM
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Upcoming Events

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Call & Contact Centre Expo 2019
Welcome to Europe’s leading call & contact centre event, showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world! Read More...
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