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Azzurri promises to match make customers and agents with contact centre management suite.

Telephone still most popular method of contacting customer service, but consumers starting to embrace new technology.

Customer Service TV went along to Business Systems' conference to find out from delegates what is really happening in UK contact centres today.  Watch the video clips to find out what they say are the big issues from changing customer expectations  to employee engagement and how are these being addressed. 

80 per cent of organisations won’t offshore contact centres because of negative service impact

Agents don’t need any motivation to provide good service, but they do need our support.  James West says it's time to stop looking in the wrong places and start focusing on the real reasons why service fails.