eConnect is an online platform which provides current, year-round news and
analysis from key industry sectors
Born out of the success of our existing and ever-growing events portfolio, our fortnightly eConnect newsletters bring together the latest industry news, topical content, recruitment opportunities and event information directly to your inbox.
CASE STUDY: Blackpool Costal Housing Leadership Programme
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Like most organisations Blackpool Housing found themselves with a group of 30…

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CASE STUDY: Increasing conversions at Agria Pet Insurance
960 640 Stuart O'Brien

By Ember Group Ember have created a bespoke training programme for Agria…

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Industry Spotlight: Fusion Contact Centre – Ultimate Unified Desktop
960 640 Stuart O'Brien

Fusion’s agent-inspired unified desktop blends inbound & outbound contact over any channel,…

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CallMiner speeds up insight from unsolicited feedback
960 640 Stuart O'Brien

CallMiner has unveiled a CX Solution Pack for enhanced customer experience insights…

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8×8 integrates with Google’s Contact Centre AI
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8×8 has announced its integration of 8×8 Content Centre with Google Cloud’s…

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4 reasons you need live chat today
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The implementation of live chat, chatbots and virtual assistants has grown exponentially.…

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GUEST BLOG: What role will Chatbots play in 2020? 
960 640 Stuart O'Brien

Interesting times are ahead as contact centres cut through the jargon, dispel…

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Introducing the Digital Customer Engagement Summit
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The Digital Customer Engagement Summit is a brand new, one-day event from…

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GUEST BLOG: Taking call centre analytics to the next level
960 640 Stuart O'Brien

It’s not just your customers that are making more demands of you;…

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Semafone reshuffles pack ahead of US expansion
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Semafone has appointed Gary E. Barnett to the role of CEO, replacing…

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GUEST BLOG: IT and marketers working together will improve CX
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For years, marketers have talked—and written—extensively about the disconnect between marketing and…

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First Direct tops latest UK Customer Satisfaction Index
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Banking provider First Direct has topped the UK Customer Satisfaction Index (UKCSI),…

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NICE unveils global ‘Robotic Automation Community’
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A new educational platform from NICE aims to provide resources and best…

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INDUSTRY SPOTLIGHT: Simply Compliant
960 640 Stuart O'Brien

Fusion’s simple phone payment technology captures the small and medium contact centre…

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CX and contact centres: What will change in 2019?
960 640 Stuart O'Brien

By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted…

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6 tips for improving contact centre performance
960 640 Stuart O'Brien

Customer experience might be one of the trickiest aspects of a company’s…

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Semafone predicts Brexit boom and a Bitcoin bounce for 2019
960 640 Stuart O'Brien

Semafone is taking an optimistic view of the outlook for the technology industry…

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Aspect Software to be acquired by Vector Capital
960 640 Stuart O'Brien

Aspect Software has entered into a definitive merger agreement to be acquired…

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5 Minutes With… Frank Sherlock, VP International, CallMiner
960 640 Stuart O'Brien

As part of our ongoing customer care executive interview series, we sat…

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GUEST BLOG: Preparing for peak rate calls
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By Fauzia Mulla, Head of Customer Experience at ArrowXL When logistics companies…

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Ericsson in hot water over O2 data outage
960 640 Stuart O'Brien

O2 is reported to be seeking millions of pounds in damages from…

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Teleopti
Support Services Group deploys Teleopti Workforce Management
960 640 Stuart O'Brien

Support Services Group has successfully deployed real-time, cloud-based Teleopti Workforce Management (WFM)…

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Are you one of our VIP customer care professionals?
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Would you like to join 65 other senior call centre and customer…

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Impact of bad customer service on retailers revealed
960 640 Stuart O'Brien

Nearly six in ten (59%) consumers have stopped shopping with a retailer…

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55% of UK contact centres expect lower live call volumes in 2019
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The majority of contact centre operations expect their live inbound call volumes…

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INDUSTRY SPOTLIGHT: Advanced solution for outbound communication
960 640 Stuart O'Brien

Manual dialling, reaching engaged tones and answering machines, incorrect dialled numbers, waiting…

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INDUSTRY SPOTLIGHT: Jabra Engage 50 – Engineered to be the world’s best professional digital corded headset*
960 640 Stuart O'Brien

The intelligent headset for enhanced customer satisfaction. Digital sound for the clearest…

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GUEST BLOG: Autonomy by Automation
960 640 Stuart O'Brien

By Jonathan Sharp, Director, Britannic Technologies Technologies such as artificial intelligence (AI)…

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Your personal invitation to meet customer experience experts
960 640 Stuart O'Brien

Britannic Technologies gets to the heart of your business by helping you…

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Ember Services
CX specialist Ember Group acquired by Davies Group
960 640 Stuart O'Brien

Ember Group, a customer experience (CX) consulting and digital solutions business, has…

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Web chat high on UK financial services agenda
960 640 Stuart O'Brien

UK financial services companies expect to make massive investments in AI-enabled web…

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GUEST BLOG: Live Chat… All talk?
960 640 Stuart O'Brien

By Adexchange Some love it, some hate it, and it has our agents…

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INDUSTRY SPOTLIGHT: Storacall Star Advanced Replay – A new search and replay module for the ST range of call recorders
960 640 Stuart O'Brien

Storacall Voice Systems has just launched the new Storacall-STAR advanced search and…

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FREE SOFTWARE: EvaluAgent launch free quality monitoring software
960 640 Stuart O'Brien

Currently managing your Quality Monitoring on spreadsheets? EvaluAgent has launched a free…

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INDUSTRY SPOTLIGHT: Storacall Advanced Replay
960 640 Stuart O'Brien

Storacall Advanced Replayis a new search and replay module for the ST…

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GUEST BLOG: Omni-channel – 3 ways to get there
960 640 Stuart O'Brien

By Synthetix The variety and choice of communication channels in recent years…

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GUEST BLOG: Ensuring the ROI of adding Artificial Intelligence
960 640 Stuart O'Brien

By IFS | mplsystems Adding artificial intelligence to the contact centre is…

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GUEST BLOG: What skills do the agents of tomorrow need?
960 640 Stuart O'Brien

Agents in service and sales are often the first point of contact…

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Kura
Kura becomes ‘largest independent outsourcer in the UK’
960 640 Stuart O'Brien

Kura has announced the acquisition of Parseq Limited’s contact centre division and…

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GUEST BLOG: Creating an effective Knowledge Base
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By Helen Thain, Content Manager, Adexchange The mind of a Contact Centre Manager…

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INFOGRAPHIC: Behaviour change is broken
960 640 Stuart O'Brien

Change programmes don’t work. Even studies from those like McKinsey, who are…

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8×8 confirms general availability of X Series
960 640 Stuart O'Brien

Cloud comms specialist 8×8 has announced the general availability of its next-gen…

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12 point guide for contact centres struggling with GDPR
960 640 Stuart O'Brien

Semafone has created a guide for contact centres to help them comply with…

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Amazon still top of UK customer satisfaction index
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Amazon is still number one in the UK Customer Satisfaction Index (UKCSI),…

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GUEST BLOG: Superagents – 6 reasons to celebrate
960 640 Stuart O'Brien

Rather than fear robots taking over the contact center, Nick Smith at…

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RECOMMENDED: Social Media Management Services
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As part of our focus on Social Media Management Services this month,…

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