NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact centre agents who are a vital link to improving customer satisfaction and loyalty. Continue reading Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty →

As our smart devices get ever smarter, voice-enabled technology is fast becoming something we take for granted – to the extent that it’s now a common security feature for call centres. Continue reading Business Reporter: As the Fraud Threat Evolves, Call Centres Need to Find a New Voice in Response →

Boomi™, a Dell Technologies™ business, announced a new global survey, commissioned with Vanson Bourne that reveals although organizations are reaping the rewards of IT modernization, digital transformation and innovation, there’s still more work to do. Continue reading Boomi & Vanson Bourne Report Finds Digital Transformation Initiatives Boost Revenue and Cut Costs →

Employers and agents across the UK contact centre industry are already benefiting from the ‘new normal’ of home-based working, and the reasons why have been revealed in a study carried out by the UK Contact Centre Forum and sponsored by Content Guru, the leading cloud contact centre and customer engagement provider. Continue reading Research shows 74% of home-working contact centre agents have a better work-life balance →

CNBC, First in Business Worldwide, and SurveyMonkey, a leading global survey software company, announced the results of their latest Workforce Survey. Continue reading USA: CNBC and SurveyMonkey Release Latest Workforce Survey →

McAfee, the device-to-cloud cybersecurity company, released a new research study titled Cloud Adoption & Risk Report – Work-from-Home Edition . The report uncovers a correlation between the increased use of cloud services and collaboration tools, such as Cisco WebEx, Zoom, Microsoft Teams and Slack during the COVID-19 pandemic, along with an increase in cyber-attacks targeting the cloud. Continue reading McAfee Uncovers Flood of Attacks on Corporate Cloud Accounts as Companies Work From Home →