News & Blogs
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How Cloud Can Alleviate Growing Pains
25 Nov 2020 Michael FrearsonIt 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.
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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.
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On-demand human insight platform
29 Oct 2020 UserTestingUserTesting 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. -
New study finds COVID-19 is accelerating service automation
28 Oct 2020 Inference SolutionsAs the COVID-19 crisis continues, businesses face unique challenges in supporting customers and employees whose needs and expectations are changing with each "new normal."
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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 ZingWith 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.
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CALL & CONTACT CENTRE VIRTUAL
05 Oct 2020THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD GOES VIRTUAL
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IstTek Announces Official European Launch
23 Sep 2020 Josh Ayres, IstTekContact Centre Technology Company IstTek announces European Partner Launch to Fire Up Suite of Customer Experience Solutions. -
Four customer experience mistakes to avoid when setting up your contact centre
14 Sep 2020 Jordan Edmunds, ZingLots 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.
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Automation in the Post-COVID Contact Center
08 Sep 2020 Ed Finegold, contributing analystAutomation 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. -
Regional Results UK: Global Survey Report 2020
08 Sep 2020 Blue Prysm85% 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.
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ResponseTap launches Speech AI to easily identify call outcomes
08 Sep 2020 RESPONSETAPLeading call tracking provider develops pioneering speech analytics tool -
How can call recording enhance customer experience?
03 Sep 2020 EM360 Tech"Calls will be recorded for quality and training purposes." -
The Complete Guide to Changing Your Phone System Provider
03 Sep 2020 aircallYour 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? -
Top 10 Huddle Room Solutions
01 Sep 2020 By Rebekah Carter - EM360Video 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. -
HOW COVID-19 IS REDEFINING THE CONTACT CENTER
27 Aug 2020 Darrius JonesFor 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.
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How the Right Call Center Software Will Improve Your Business Development
27 Aug 2020 Daniel Weiss - aircallIf 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. -
Is your contact centre protecting customer data?
26 Aug 2020 EM360 TechData 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. -
Customer Experience World Games
21 Jul 2020 LimetropyThe 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 ...