MARCE Awards 2023

Marketing & Creative Excellence 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 to improve the caller experience journey for their clients. Those awards were: Read full case studies here

Ascensos partners myConsole in BPO ESG first

Ascensos has partnered with ESG platform and services provider myConsole in a first for BPO, to deliver on its business commitments for sustainability and governance. Ascensos CEO, John Devlin, commented: “The announcement of our partnership today with myConsole demonstrates our continuing commitment to our clients, our colleagues, and the communities in which we operate – building on our Ascensos Local model, our impact sourcing strategy, and our adoption of sustainable energy initiatives at our sites. “We chose to work with MyConsole as we could see immediately how they understood ESG specific to the customer management outsourcing sector. I’ve no doubt Niranjan and his team will be instrumental in supporting us in achieving the ESG expectations and demands that are increasingly … Read More

Route 101 Unveils New Training Packages to Empower Zendesk Users

Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, proudly announces the launch of its comprehensive Zendesk training packages. A proud Zendesk Premier Partner since 2019, Route 101 already offers a range of Zendesk services including health checks, optimisation and configuration. With the new training packages, the business aims to empower users with the knowledge and experience needed to get the most from their Zendesk instance.  Route 101’s Zendesk training packages are designed to equip customer support teams, managers, and administrators with the essential skills and insights to maximise the full potential of Zendesk’s powerful platform. These training sessions will cover a wide range of topics, from basic fundamentals to advanced features, ensuring that participants gain … Read More

Promote the health of contact centre employees

Take a moment to consider what shapes and drives your health. Our individuality means that everyone’s answer to this question will differ in some way. What we have in common though, is that the conditions in which we were born and grew up in, and in which we now live, work and age, greatly shape and drive our health. These conditions are called social determinants of health. Knowledge of these determinants, and how to modify them, can help people protect and promote the health of a workforce. This article explores social determinants of health in the context of workplace health promotion and highlights opportunities for employers. Root causes of employee health and wellbeing problems It is widely known that people are … Read More

Building a Credible Business Case for Contact Centre Transformation

Transforming your contact centre can have a significant impact on your business, from improving customer satisfaction to increasing efficiency and reducing costs. However, getting buy-in from key stakeholders and securing funding for the project can be a challenge. To make a successful business case for contact centre transformation, you need to demonstrate the potential benefits and ROI of the project, as well as the risks and potential pitfalls. Fortunately, Route101 has created a comprehensive guide to help you build a credible business case for contact centre transformation. This white paper covers everything from identifying the key drivers for transformation to calculating the financial impact of the project. It also provides practical advice on how to engage stakeholders and build a … Read More

Scottish firm continues international expansion with new Caribbean base

Ascensos, a leading, independent, customer service provider which is headquartered in Scotland, is continuing its international expansion with the announcement of a new base in Trinidad and Tobago.  Ascensos currently employs over 3,000 colleagues and since launching in 2013, the business has expanded internationally with a network of offices across the UK, Eastern Europe, and South Africa.  Launching in June 2023, the new operation in Trinidad and Tobago’s Capital – Port of Spain – will create 100 jobs initially, growing to 300 positions in its first three years.  John Devlin, CEO and co-founder of Ascensos, said: “Trinidad and Tobago is the perfect location for our nearshore Americas base, opening up new markets for our business while enabling us to strengthen … Read More

Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid working?” market study conducted by Pitch Market Surveys in partnership with the Welsh Contact Centre Forum, homeworking specialist Sensée, and insight and action platform provider SuccessKPI.  Survey responses were collected between November 3rd and December 19th 2022 and participants came from a broad range of different industries. Around a half (49%) of people responding work in large contact centres with 100 or more seats. Return … Read More

What will the Flexible Working Bill mean for your business?

WEBINARThursday, 12 January 2023, 12pm – 1pmChair: Jane Thomas, South West Contact Centre Forum With the Government recently rubber-stamping proposals to give employees a greater say in selecting their own work arrangements, the Flexible Working Bill is set to make its way onto the statute books. So what will the proposed Flexible Working Act mean for you? In this webinar we’ll look at the legal and practical implications of the proposed new law, as well as other important considerations when building an effective hybrid workforce. What will organisations need to consider when reviewing a flexible work request? What different flavours of ‘flexible working’ are there? Important homeworker health and safety considerations  Looking after the well-being of remote workers Building a … Read More

Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework

Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations. LiveDesk is a next-generation communications & collaboration app to ensure that everyone -independent of location – can tap into a real-time stream of information, care and support so they are optimised to deliver great service. CCS supports the public sector to achieve maximum commercial value when procuring common goods and services. In 2021/22, CCS helped the public sector to achieve commercial benefits equal to £2.8 billion – supporting world-class public services that offer best value for taxpayers. Available as a Software-as-a-Service (SaaS), LiveDesk brings together home … Read More

For contact centres, time is money so ‘Zero to Paid’ in 20 seconds, with omni channel PCI compliance thrown in, is important

woman in black long sleeve shirt had a job interview

Since returning to ‘business-as-usual’ after the pandemic had motivated contact centres to enable their teams to work from home, the industry has found itself amid a chronic staffing shortage that’s led to intense recruitment competition, more choice for employees, and demand for higher wages & better conditions. This predicament is set to worsen over the next decade, as the ‘baby boom’ generation now head into retirement at double the rate that education leavers enter the workforce.  The result will be an overall shrinkage of the UK workforce approaching 10% by 2028, with no signs yet that the steady annual increase in demand will slow down. Contact centre management have always been under pressure to cut handle time and raise productivity wherever … Read More