The wait is over — we are delighted to announce the finalists for the 2025 Northern Contact Centre Awards! This year’s entries have been nothing short of outstanding, showcasing the talent, innovation, and dedication that make the North’s contact centre industry one of the best in the UK. Our independent judging panel had the incredibly difficult job of selecting the shortlist …
Guest post by Steve Sullivan, Contact Centre & CX Expert, Channel Doctors. The latest edition of Compliance for Customer People digs into the long-delayed but finally passed Data (Use & Access) Act (DUAA), a rebranded and only slightly updated version of its legislative predecessors, including the Digital Information and Smart Data Bill (DISD) and the defunct Data Protection and Digital Information Bill …
On Tuesday, 15 July 2025, the Scotland Contact Centre Forum (SCCF) officially launched at Motability Operations in Edinburgh, marking a significant milestone for the contact centre industry in Scotland. The inaugural event brought together contact centre leaders, managers and professionals from across the region for a morning of insight, networking and collaboration. As the only dedicated regional forum for Scotland’s contact centre sector, …
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 …
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 …
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 …
