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  • This innovative technology from mGage enables supporters to easily engage with Oxfam and provides a simple and seamless way to donate. It brings two proven solutions together, rich messaging and mobil ...
  • The benefits of nurturing your customers and earning their loyalty are well known, both for your organisation’s reputation and its bottom line. But sometimes just one bad experience can lead to custom ...
  • The AI invasion: Breaking-in from the customer contact beachhead

    28 Jan 2021 Martin Taylor, Deputy CEO at Content Guru
    In the past couple of years, contact centers have suddenly undergone an extreme character makeover, from asset-sweating tech laggard to leading light in intelligent automation. How has this corporate ...
  • Total Experience has been pegged as one of the top technology trends to watch in 2021. So what is it and why is it especially important for contact centres this year? The goal of TX is simple – to pro ...
  • Case study: Pancreatic Cancer UK and Semafone - Safeguarding Donations During Coronavirus.  Discover how Semafone helped Pancreatic Cancer UK’s remote staff take secure, PCI DSS compliant payments; en ...
  • An inside look at the CX trends that will define 2021

    28 Jan 2021 Hervé Leroux, Marketing and Communication Director at Odigo
    One thing is certain: 2021 will be interesting. Customer contact centres are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions are prov ...
  • In the months since the World Health Organization declared coronavirus a pandemic, there’s been much pontificating – both informed and otherwise – on our ‘new normal’. All of these predictions and obs ...
  • Against the Unknown with 8x8 Disaster Recovery

    25 Nov 2020 Justin Robbins - 8x8
    From natural disasters to wide-scale power outages, there are plenty of events that can knock your physical call center out of action. When the unexpected occurs, a solid call center disaster recovery ...
  • The pandemic has forced businesses to ditch on-prem technology and ramp up cloud investment. Read our latest blogs to find out how contact centre and security habits have changed over the last 6 month ...
  • How Cloud Can Alleviate Growing Pains

    25 Nov 2020 Michael Frearson
    It sounds prosaic to say companies outgrow their technology. But that’s a very real process many businesses have to navigate. To maintain business as usual while internally managing process and techno ...
  • The pandemic has made clear that remote work is not only a viable permanent option, but it also offers significant benefits. Discover how to boost employee engagement and customer experience (CX) by o ...
  • Whilst we are extremely excited to be hosting an event that brings the customer engagement community together, we understand it’s just not quite the same as hosting an exhibitor stand and physically m ...
  • On-demand human insight platform

    29 Oct 2020 UserTesting
    UserTesting is the leading on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves in any experience and why.
  • As the COVID-19 crisis continues, businesses face unique challenges in supporting customers and employees whose needs and expectations are changing with each "new normal."
  • THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD GOES VIRTUAL
  • Back to work (from home)? Here’s what you need to know about setting up a remote contact centre

    09 Oct 2020 Jordan Edmunds, Business Development Manager at Zing
    With the government again advising people to work from home if they’re able, contact centre managers face the renewed challenge of adapting to remote operations.
  • IstTek Announces Official European Launch

    23 Sep 2020 Josh Ayres, IstTek
    Contact Centre Technology Company IstTek announces European Partner Launch to Fire Up Suite of Customer Experience Solutions.
  • Lots of emphasis is placed on how to deflect customers away from your contact centre – we all know unnecessary time spent on calls represents a cost, of course. And while tips and advice on doing this ...
  • 85% of business decision makers believe that RPA and/or automation offers more to the business than just time and cost savings. The role of automation in our lives is changing rapidly to adjust to the ...
  • Automation in the Post-COVID Contact Center

    08 Sep 2020 Ed Finegold, contributing analyst
    Automation is playing an increasing role in communications service providers’ (CSPs) contact centers, driven by a continued focus on improving customer experience (CX) and the massive impact of the CO ...