Hertfordshire Fire and Rescue Service has joined forces with fire services in Norfolk, Lincolnshire and Humberside to answer 999 calls more effectively in even the most testing conditions. Continue reading Fire services join forces to answer 999 calls →

Grosvenor Services Group, part of specialist outsourcing business Echo Managed Services, has expanded to a new office in Sheffield following a strong period of growth. Continue reading Grosvenor Services Group expands to new Sheffield office →

The contact centre industry is using permanent employment as one option for securing the best available contact centre talent with hiring demand for permanent staff up 37% in 2017 compared to 2016. Meanwhile, hiring demand for temporary staff saw an increase of 31% across the same period. Continue reading Demand For Permanent Contact Centre Staff Soars Above Temp Demand In 2017 →

The Contact Centre for Dogs Trust, the UK’s largest dog welfare charity, has taken its one millionth call with almost 200,000 of those conversations being about how to adopt a homeless hound. Based at Dogs Trust Manchester, since opening in September 2014 the 55 strong team has answered on average 1,000 calls every day and responds to around 2,600 e-mails every month. Continue reading Canine contact centre reaches 1 millionth call on the dog and bone →

Nearly 1,200 Lloyds Banking Group colleagues at call centres across the UK will be showing their support for BBC Children in Need by helping process donations by the public during the Appeal Night telethon on Friday 17 November. Continue reading Lloyds Banking Group “on call” for BBC Children in Need →

Digital engagement and automation specialist, Parker Software is releasing a book about the future of business to customer communication. The book is titled, The Conversation Engine: A Shop Assistant of the Smart Age, and explores the next frontier of digital communication. Continue reading The customer service revolution begins here →