In our industry there has been massive investment over the past 10-12 years by companies to improve their real-time planning…

“Adherence” is another term, like “Shrinkage” that is thrown around the contact centre industry a great deal. It is held…

QStory and Domestic & General win Supplier & Client Partnership category at the Forum Awards QStory is delighted to announce…

The contact centre industry is one full of measurement and reporting. One of the main phrases that tends to get…

Let’s get straight to a definition: “Intraday automation is how we make the best use of agents’ time in a…

Sadly, we’ve all heard this before – another report on the long wait times at this time of year when…

Paddy Coleman, our CEO was in the news. He discussed the challenges ahead, and how best to mitigate them 2020…

Independent research: How flexible working is changing contact centres This white paper is based on independent research carried out by…