2024 Winners

Congratulations to the 2024 winners!Individual Category WinnersNewcomer of the Year Emma Thompson NFU Mutual Support Person of the Year David Bate SSCL Sales Agent of the Year Tam Rodgers EE Ltd Customer Service Agent of the Year Leilah Kelsey Groundforce Shorco – part of VP PLC Group Highly Commended Nicola Brittain NFU Mutual Winner Cameron Dear Plusnet Ltd Winner Team …

77% of Contact Centres Still Rely on Voice as Primary Channel: Is It Time for a Change?

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 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

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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 …