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  • A guide to building your business around the customer Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve iss ...
  • Just How Important Is Employee Experience? Happy Employees, Happy Customers Today’s Employees Are Technologically Overwhelmed Today’s Customers Expect More from Businesses A Unified Approach: Taking U ...
  • What Hardware and Software Is Required to Remote Manage a Cloud-Based Contact Centre?

    13 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentral
    Cloud-based contact centres are the future of successful customer experience. In a world where your customers are becoming increasingly demanding, searching for the most intuitive and personalised exp ...
  • Contact Centre Agents Working from Home? How to Guarantee Productivity

    15 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentral
    The performance of your contact centre depends on the productivity of your agents. When your team members feel empowered by the right support, tools and technology, they’re able to accomplish incredib ...
  • What Is Skills-Based Call Routing?

    21 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentral
    How do you determine which call in your contact centre reaches which agent? Part of delivering an excellent customer experience is ensuring that everyone who interacts with your contact centre gets th ...
  • How Cloud Contact Centre Enables Quick Response

    26 May 2020 Michael Frearson, Content Creation Manager for EMEA Marketing, RingCentral
    Using a cloud-based contact centre can be great during the good times, but during the difficult times it’s invaluable. This is the message from Alan Garratt, Head of Operations at Arco. In an intervie ...
  • The Flexibility of Cloud Contact Centre

    19 May 2020 Michael Frearson, Content Creation Manager for EMEA Marketing, RingCentral
    Last month, RingCentral teamed up with UC Today to run CC Expo: Virtually Together. This virtual expo focussed on the practical applications of cloud communications and contact centre and the tangible ...
  • Keeping Your Communication Secure

    12 May 2020 Patty Yan, EMEA Product Marketing Manager, RingCentral
    In today’s world, security is a high priority. It’s essential for companies to protect their data. With businesses working from home, data security has never been so important. From healthcare, to fin ...
  • Future Proofing Customer Contact - Enable Always-on CX For The Always Connected Customer Businesses need a strategy that not only needs to support and manage crises like the current Coronavirus pandem ...
  • Top 5 ways contact centres are innovating today for long-term CX success Staring down the possibility of indefinite shop and outlet closures, extended stay-at-home-orders, and ongoing social distancin ...
  • 3 Key Strategies for Long-Term Contact Centre Success

    09 Jun 2020 Iain Banks, Regional VP International Markets, TTEC Business Continuity, Customer Care, CX Analytics
    The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after ...
  • 5 Innovations Reshaping Contact Centres for a Post-Crisis World

    03 Jun 2020 Regional VP International Markets, TTEC Customer Care, Digital Transformation,
    The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commer ...
  • Here’s How Sales Professionals Can Succeed in the New Reality

    27 Apr 2020 Neil Russell—Smith, Head of EMEA Marketing Sales and Revenue Growth, Automation and AI, ttec
    At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. H ...
  • Customers and employees have a simple request -- don't waste my time. So what does it take to remove wasted effort during customer contacts? The answer is simple: A digital-first, customer-centric app ...
  • As contact centres evolve as a result of COVID-19 now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees?   It’s a question many have a ...
  • Does the Call Centre Workplace Have a New Competitor?

    22 Jun 2020 Richard Kenny, Senior Product Marketing Manager - Contact Centre at Poly
    Many organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought togeth ...
  • Business as unusual in the call centre

    17 Jun 2020 Richard Kenny, Senior Product Marketing Manager - Contact Centre at Poly
    We’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ...
  • Whenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers an ...
  • Corporate social responsibility (CSR) is increasingly linked to data privacy which is now embedded in corporate strategy.   There’s no denying that adopting better data management can guarantee compet ...
  • “I’ll be your savior, steadfast and true…I’ll come to your emotional rescue.” - The Rolling Stones   Anger. Fear. Disgust. Happiness. Sadness. Surprise.  Contempt. These are defined as the seven unive ...

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