The latest news, industry updates and insights

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November 8th, 2022/ by Route 101

Route 101 Partners with the Call Centre Management Association (CCMA)

Route 101 has today announced that it is embarking upon a new partnership with the CCMA (Call Centre Management Association).

Press Release
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October 13th, 2022/ by Route 101

Route 101 approved for UK Government’s G-Cloud 13 Framework

Route 101 awarded a place on a major UK Government procurement framework to deliver contact centre services. The Contact Centre and CX Transformation specialist has been awarded a Framework Contract o...

Press Release/ Industry News/ Cloud Technology
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September 30th, 2022/ by Route 101

Route 101 Named One of the Top Business Enablers in the Lloyds British Business Excellence Awards 2022

Route 101 has today announced that it has been shortlisted in the Lloyds British Business Excellence Awards for the second consecutive year. After being named a finalist in 2021’s ‘Small-to-Medium siz...

Press Release/ Awards
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July 28th, 2022/ by Route 101

Route 101 Partners With Ada - Leader In Automated Brand Interactions

Leading customer engagement and brand interaction providers join forces to deliver personalised automation across the customer journey.

Press Release/ General
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July 5th, 2022/ by Route 101

Six Areas Critical to Customer Experience and Business Performance.

The Institute of Customer Experience’s latest research highlights areas for organisations to develop their service strategies whilst protecting business performance.

Customer Experience/ Industry News/ General
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June 1st, 2022/ by Route 101

Top 5 Trends for CX Leaders in 2022

The world of customer service has evolved – and organisations now find themselves challenged to meet post-pandemic priorities to support growth and ensure future-proofing. Customers are underwhelmed, ...

Customer Experience/ General
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May 30th, 2022/ by Route 101

How to improve customer experience (cx)

Customer experience is a crucial aspect of your business as it can wield so much power over the success of your bottom line. 

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May 30th, 2022/ by Route 101

How to Reduce AHT

There are many different approaches that have a positive effect on your average handling time:

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May 26th, 2022/ by Route 101

How to Improve FCR

Once you’ve got the fundamentals and best practices around first call resolution in place, consider the following avenues for improving that FCR metric:

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May 20th, 2022/ by Route 101

What is an Omnichannel Call Center?

What is an omnichannel contact centre? An omnichannel contact centre is an integrated system that shares customer data across multiple communication channels, both automated and live, to provide seaml...

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