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 …
Pear Tree Recruitment is thrilled to announce support sponsorship of the South West Contact Centre Forum Awards 2024
As the organisers of the South West Contact Centre Awards 2024, we are thrilled to announce Pear Tree Recruitment‘s continued support as a key sponsor for the year. The essence of the South West Contact Centre Awards lies in celebrating the remarkable achievements of the finest contact centres in our region. From the exceptional agents to the visionary leaders and …
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 …
Cirrus Announces Sponsorship of the South West Contact Centre Forum Awards 2024
Cirrus, a leading cloud contact centre solutions innovator, is proud to announce its sponsorship of the prestigious South West Contact Centre Forum (SWCCF) Awards 2024. As a staunch supporter of excellence in the contact centre industry, Cirrus is honoured to play a central role in celebrating the achievements and hard work of the sector’s professionals. Cirrus will participate in judging …
Survey on Health at Work
The Contact Centre Forum are teaming up with researchers and industry partners to find out what advisors/agents think about the health initiatives that their centre provides. The results will help create guidance for you on how to promote engagement in health initiatives and make them more effective. Please help us gather as much feedback as possible by asking your advisors/agents to complete …
Striking the Perfect Chord with Zendesk: Route 101 Empowers ACC Liverpool for Eurovision and Beyond
Route 101, a leading provider of omnichannel customer engagement solutions, is thrilled to share the success story of its partnership with ACC Liverpool, a renowned events and exhibition venue. This story shines a light on how Route 101 collaborated with the ACC Liverpool team to streamline customer interactions across their marketing emails, a custom chatbot, and ticketing platforms, all within …
Driving Operational Excellence: Route 101 Showcases How Mitsubishi Motors UK Optimised its Zendesk Instance and Empowered its Team to Grow the Platform
Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, this week published a brand-new case study detailing a successful partnership with Mitsubishi Motors UK. This story highlights how the business optimised its Zendesk instance with the help of Route 101. By leveraging workflow tools, Service Level Agreement (SLA) objectives, tickets, and reporting features, Mitsubishi Motors …
Delighted with 3 MARCE Awards!
Presented by the Experience Marketing Association, the Marketing & Creative Excellence (MARCE) awards, are a coveted symbol of industry leadership, rewarding organisations who demonstrate the highest standards of creativity in marketing and customer experience. This year, the award ceremony took place in Annapolis, Maryland, in the US. Premier CX were awarded 3 MARCE awards in recognition of the work undertaken …
[ARTICLE] Making remote and hybrid working more inclusive: understanding disabled workers’ experiences.
Making remote and hybrid working more inclusive: understanding disabled workers’ experiences As we continue to come to terms with the upheaval of the Covid-19 pandemic, and the changes it has brought to so many areas, it is important to reflect on what the longer-term consequences of some of these changes may be. The pandemic forced employers across the UK and …
𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗹𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗔𝗜 𝗮𝗻𝗱 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲 – 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲
Ascensos today announces the launch of 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 which brings together proprietary and partner digital and AI-enabled solutions to accelerate the CX transformation programmes of retail and ecommerce brands. Building on the company’s recent investment and acquisition strategies in specialist resource and expertise, 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 will drive forward the AI integration programmes of its clients aligned with the continued focus for businesses to reduce cost, improve efficiencies …