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 technology evolution is a tricky path to tread.

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 optimising your remote contact centre. 

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 meeting and dare we say shaking hands with potential customers.

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."

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.

THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD GOES VIRTUAL

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 are always welcome, it’s important to get the balance right aiming for seamless customer service with your IVR system.

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 COVID-19 pandemic, as a new webinar from Blue Prism will explore in detail. Because the COVID-19 pandemic has hit contact centers hard, CSP’s have an accelerated need to implement automation that will help contact center agents shed repetitive tasks that don’t contribute to better metrics or a superior CX.

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 demands of the world around us. Delivering new insights into the future of work, Blue Prism, announced the findings of its annual global survey (RPA), which is pivotal to how organizations will survive and thrive in the global economy.

This study is part of a global study conducted. Click here to see the full global report. 

Leading call tracking provider develops pioneering speech analytics tool

"Calls will be recorded for quality and training purposes."

Your head and your heart are telling you it’s time to leave, but you’re worried how your decision could impact other people. That’s understandable. But instead of sticking with a bad phone system out of fear, why not make your decision from a position of strength instead?

Video is emerging as the ultimate communication solution. Capable of mimicking all the nuances of face-to-face interactions, video offers a convenient and cost-effective replacement for in-person meetings and travel.

For the majority of the year 2020, organizations have lost their ability to deliver in-person service to their customers. Meanwhile, customers endured increasingly complex scenarios requiring a high level of customer service......

In most organizations, contact centers being no exception, there is the cream of the crop or high-performance agents and there are those at the very bottom, who need to go on a performance plan or leave the organization. The majority of the workforce will be in the middle.

If you’re struggling to keep pace with all the incoming calls, emails, chats, and other communications, it’s a good problem to have. But even good problems are problems that must be solved, and call center software just might be the answer to your dilemma. One of the challenges businesses face as they grow is to balance operations and customer support. High-quality customer support is even more important as your brand grows.

Data breaches and cyber attacks occur daily, so it is vital that organisations develop robust security practices. In the contact centre, for example, protecting customer data is absolutely key to avoiding financial and reputational damage.

The Customer Experience World Games was an idea that was born in response to the Covd-19 lockdown. During the early part of quarantine, we had been speaking to several CX individuals who were feeling ...