Route 101 Ltd.

To all our industry friends, customers, and colleagues: Merry Christmas and Happy New Year! We hope you enjoy some well-deserved time off, and look forward to connecting with you again in January. To our customers, if you need our help over the festive period, our office opening hours and support coverage hours are as follows: ➡️ 25th and 26th December: CLOSED ➡️ 27th December: OPEN (08:30 - 17:30) ➡️ 28th and 29th December: CLOSED ➡️ 30th and 31st December: OPEN (08:30 - 17:30) ➡️ 1st January: CLOSED Our Support Desk remains operational 24/7 for Major Incidents across the festive period, and during the change freeze period, subject to your agreed Support Plan. 

Our final newsletter of the year is here! In this edition, we reflect on 2024 and highlight key moments from the past year, including conferences, online events, industry reports, case studies, and more. ⬇️ Take a look below.

Did you miss our webinar with Vivobarefoot earlier this month? You can now watch it on demand: https://lnkd.in/ef44kWvn Here's a sneak peek of Tom Watsham, Head of Customer Service at Vivobarefoot, sharing his team's journey to rebuilding their knowledge base, improving contact centre efficiency, and implementing AI innovations. #ContactCentre #ContactCentreTechnology #KnowledgeManagement #AI #Zendesk

📢 Last chance to register for our webinar, featuring Vivobarefoot! 🔗 Join us tomorrow at 12:00: https://lnkd.in/ef44kWvn You'll hear from Tom Watsham, Head of Customer Service, as he shares his hands-on experience with implementing a knowledge base through Vivobarefoot’s custom help centre. Learn how his team reduced handle times, ensured consistent responses, and laid the groundwork for advanced features like automated messaging systems, chatbots, and self-service. See you tomorrow! #ContactCentre #ContactCentreTechnology #KnowledgeManagement #AI

📢 Call & Contact Centre Expo UK starts tomorrow! Come by our booth and meet the team! We’ll be exhibiting alongside our partner NICE at stand CC-M30. Grab a coffee, say hello, and give our interactive bot a try - you could win a prize! 🔗 Haven’t registered yet? Get your free ticket here: https://lnkd.in/ec3AUrkQ ➡ Discover tools that ensure your NICE platform is perfectly configured, implemented, and optimised for your business needs and CX goals. ➡ Learn how to enable secure, PCI-compliant payments and leverage AI virtual voice agents. ➡ See how integrating with ticketing and CRM systems can simplify interactions for customers and agents. ➡ Experience live demos of AI tools designed for personalised service at scale. #CallCentreEXPO #CustomerExperience #Innovation #CallCentre #ContactCentre #AI

This time last week we were at our annual conference, where Jon Wells and Nicola Woods described the work they and the team Carnival UK (P&O Cruises & Cunard) have been doing to transform their CX with NICE and Route 101... This week it's brilliant to see the Carnival UK team awarded Team of the Year in the CX Today Leaders Awards. This prestigious awards program honours leaders driving exceptional customer interactions, forward-thinking strategies, and fostering communities that inspire lasting engagement. Congratulations Jon, Nicky, and the whole Carnival team! https://lnkd.in/enc3Wxy5

📢 Our exclusive webinar featuring Vivobarefoot starts next week! Register now and join us virtually on 3rd December: https://lnkd.in/ef44kWvn 👉 Learn how a centralised knowledge base can elevate customer service and improve contact centre efficiency. 👉 Discover Vivobarefoot’s approach to creating a custom help centre and its impact on support, with insights from Tom Watsham, Head of Customer Experience at Vivobarefoot. 👉 Find out why a well-structured knowledge base is key to unlocking AI features, including chatbots, automated messaging, and self-service. #ContactCentre #ContactCentreTechnology #KnowledgeManagement #AI

⬇ Remember to register and visit our booth next week! Secure your spot here: https://lnkd.in/ec3AUrkQ

More fantastic feedback - this time from Vivobarefoot! 👏 A big shoutout to the Route 101 team, especially Tessa Pearce, Carole McNally, and Jordan Kane, for their hard work! Don't forget, Tom Watsham, Head of Customer Service at Vivobarefoot, will join our upcoming webinar to share how the business built a custom help centre and laid the groundwork for AI. Haven’t signed up yet? Register here and join us on 3rd December: https://lnkd.in/ef44kWvn #ContactCentre #ContactCentreTechnology #KnowledgeManagement #AI

The Route 101 Annual Conference is off to a fantastic start today! It’s great to see so many new and familiar faces here in London. We’re looking forward to more insightful sessions, engaging discussions, and plenty of networking this afternoon. Big thank you to all of our speakers and technology partners: NICE, Zendesk, Gamma, Sycurio, Calabrio, Inc., PolyAI and SnapCall. #CustomerExperience #CX #CXTrends #ContactCentre #ContactCentreTechnology