A recent study by Cirrus has highlighted that 77% of contact centres are still using voice-only solutions. In a world where technology offers so many options, this statistic raises an important question: why is this still the case? And more importantly, how can contact centres start exploring more advanced solutions like omni-channel and automation? We understand—voice has been the backbone of customer …
Premier CX, a leading provider of innovative customer experience solutions, is proud to announce the launch of Video Hosting as a major enhancement to its contact centre video proposition. With this new addition, Premier CX expands its mission to empower businesses to connect with their customers in impactful ways, and deliver significant ROI. In today’s digital age, video has become …
Route 101 a leading provider of customer engagement and communications solutions, is excited to unveil a new case study showcasing its successful collaboration with MEP Hire. This study highlights how, with Route 101’s guidance, MEP Hire implemented an industry-leading combination of Zendesk ticketing and NICE CXone telephony to facilitate fast and consistent responses to customer enquiries. This transformation not only …
As the organisers of the South West Contact Centre Awards 2024, we are thrilled to announce Pear Tree Recruitment‘s continued support as a key sponsor for the year. The essence of the South West Contact Centre Awards lies in celebrating the remarkable achievements of the finest contact centres in our region. From the exceptional agents to the visionary leaders and …
Many contact centres are under increasing pressure as contact volumes and agent attrition soar. While our boards and executive teams emphasise the need for agility and flexibility in responding to the growing customer needs, we must also recognise the human element. Often, we lack awareness of agent workloads and overloads, leading to challenges in retaining staff. Providing a positive customer …
Cirrus, a leading cloud contact centre solutions innovator, is proud to announce its sponsorship of the prestigious South West Contact Centre Forum (SWCCF) Awards 2024. As a staunch supporter of excellence in the contact centre industry, Cirrus is honoured to play a central role in celebrating the achievements and hard work of the sector’s professionals. Cirrus will participate in judging …
The Contact Centre Forum are teaming up with researchers and industry partners to find out what advisors/agents think about the health initiatives that their centre provides. The results will help create guidance for you on how to promote engagement in health initiatives and make them more effective. Please help us gather as much feedback as possible by asking your advisors/agents to complete …
Route 101, a leading provider of omnichannel customer engagement solutions, is thrilled to share the success story of its partnership with ACC Liverpool, a renowned events and exhibition venue. This story shines a light on how Route 101 collaborated with the ACC Liverpool team to streamline customer interactions across their marketing emails, a custom chatbot, and ticketing platforms, all within …
Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, this week published a brand-new case study detailing a successful partnership with Mitsubishi Motors UK. This story highlights how the business optimised its Zendesk instance with the help of Route 101. By leveraging workflow tools, Service Level Agreement (SLA) objectives, tickets, and reporting features, Mitsubishi Motors …
Presented by the Experience Marketing Association, the Marketing & Creative Excellence (MARCE) awards, are a coveted symbol of industry leadership, rewarding organisations who demonstrate the highest standards of creativity in marketing and customer experience. This year, the award ceremony took place in Annapolis, Maryland, in the US. Premier CX were awarded 3 MARCE awards in recognition of the work undertaken …
