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Tomorrow's Contact Centre Survey Report

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert the importance of customer experience over all.

 

The 2013 Multichannel Survey - The Naked Truth

Investment Lacking in Mobile Customer Service Apps. Research by CallCentre.co.uk, in association with ProtoCall One and Genesys, reveals that 80.7% of contact centres don’t have a mobile customer service application. With 60% of UK residents owning a smartphone by January 2013, contact centres are seriously missing out on an opportunity to get closer to their customers.

 

Current and Future Trends in the Contact Centre 2013

The contact centre industry continues to change. With customer experience becoming the main differentiator for businesses, more than ever the key factors that are on the agenda for future development are people, processes and technology. With budgets remaining tight, the challenge is justifying the changes and proving the ROI. Find out the full results here......

 

The 2012 Multichannel Survey

Phones come first (but not yet mobiles), webchat on the rise, social media on the rise but not yet embraced, and less than a third of contact centres are able to move seamlessly between channels. These are just some of the findings from the latest Multichannel Survey from ProtoCall One and Genesys. Read the full report and get deeper insight into how the market is embracing these channels in their contact centres and customer experience programmes.

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Gordon Rimmer

Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre […]

Gordon Rimmer

Tomorrows Contact Centre – Survey Results

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert […]

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News Release: Technology on Tap for Northumbrian Water

Northumbrian Water – already one of Ofwat’s top three for customer satisfaction – plans to set the standard for service excellence in the UK water industry with ‘joined up’ services across voice, online and social channels. Excellence will be unlocked by a private cloud hosted multi-vendor technology solution from PC-1, which will integrate all of Northumbrian Water’s communications channels. Customers will be able to channel-hop at their convenience to get information that’s always consistent, accurate and absolutely up to date.

PC-1 Supports MOAT 50:50 Charity in the big freeze

PC-1 Sales Director, Jason Sparks spent a very cold night sleeping out in a cardboard box on the 20th January in support of MOATS charity fund raising for the homeless. Moat Housing Association has challenged itself to raise £50K in its 50 year of operation for the homeless and organised the sleepout to let people experience what it is like to sleep rough in teh cold and raise awareness. Jason has raised over £700 to date from PC-1.

Total Economic Impact Report

The Total Economic Impact of the Genesys Omnichannel Engagement Centre Solution. A Multi-Company Cost Savings and Business Value Analysis for Enterprises. Enterprise customers are driving 158% ROI with a 12.8 month payback. Get the Forrester Study and learn how to evaluate the financial impact of your omnichannel engagement center investment.

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PC-1 & Semafone Partners to deliver PCI Compliance for Contact Centres

Take a look at how Semafone's PCI Compliant Software works to deliver secure payment processing for contact centres. PC-1 partners ...

Digital Customer Service - The Future Today

The future of Customer Service and Digital Transformation together with the impact of AI and ChatBots may feel overwhelming this ...

Retail Innovation from Cisco - are you ready for the next wave?

It is an ever changing world and new technology is leading to the ability to change the customer experience for ...