Premier CX Elevates Video Offering with Launch of Hosting and Analytics

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 …

Tooling Up for Success: Route 101 Reveals MEP Hire’s Journey to Improved Hire Desk Efficiency in the Latest Case Study

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 …

Whitepaper – Building Resilience in Contact Centres: Strategies for Tackling Agent Burnout

adminUser Groups

Providing a positive customer experience is crucial for staying competitive, but we’re juggling multiple priorities – delivering great service, managing costs, and addressing the signs of burnout among our staff. A newly-released whitepaper, published following a recent session of the Transformation & Innovation User Group in March 2024, aims to shed light on strategies and technologies that can help us tackle this issue proactively, preventing or at least delaying high rates of absenteeism.

Building Resilience in Contact Centres: Strategies for Tackling Agent Burnout

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 …

Driving Operational Excellence: Route 101 Showcases How Mitsubishi Motors UK Optimised its Zendesk Instance and Empowered its Team to Grow the Platform

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 …

Improving Absence Roundtable

adminRound table, Webinar

Absence is at the highest level the industry has ever seen. Improving absence is on most operation’s agendas. There are lots of reasons for it and many impacts of it. This roundtable focusses on working together to share experiences, initiatives and considerations. We looked at the current industry data, sharing absence rates from around the regions, along with discussing the causes and effects of absence. We took an overview of today’s strategies on how to best to improve absence as an industry, encouraging all to share their absence processes for key insights. Hosted by South West Contact Centre Forum and Northern Contact Centre Forum. Chaired by Katy Forsyth, Red Recruitment.



Health & Wellness Special Interest Group


October was Speak up month. This year’s theme is Breaking Barriers. As such, this session will explore how centres identify the health and wellbeing wants and needs of their employees, barriers to this, and effective ways of providing a safe and inclusive culture that encourages employees to speak up. Using the employee voice to inform the health initiatives you adopt will help increase engagement and effectiveness. This session is for anyone, especially those involved in promoting the employee voice and health and wellbeing.