Loading
-
3 winning strategies for effective employee engagement
16 Jun 2020 PuzzelAs 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 ... -
On-Demand Webinars: How AI can help contact centers resolve issues faster during crisis
16 Jun 2020 Janet Alexander, TwilioWith the disruption caused by coronavirus ensure contact center agents are able to manage increased call volumes by leveraging artificial intelligence (AI) to help scale support. -
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 ...
-
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 ...
-
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 ...
-
3 Key Strategies for Long-Term Contact Centre Success
09 Jun 2020 Iain Banks, Regional VP International Markets, TTEC Business Continuity, Customer Care, CX AnalyticsThe 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 ... -
How Cloud Contact Centre Enables Quick Response
26 May 2020 Michael Frearson, Content Creation Manager for EMEA Marketing, RingCentralUsing 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 ... -
What Is Skills-Based Call Routing?
21 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentralHow 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 ... -
The Flexibility of Cloud Contact Centre
19 May 2020 Michael Frearson, Content Creation Manager for EMEA Marketing, RingCentralLast 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 ... -
Contact Centre Agents Working from Home? How to Guarantee Productivity
15 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentralThe 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 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, RingCentralCloud-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 ... -
Keeping Your Communication Secure
12 May 2020 Patty Yan, EMEA Product Marketing Manager, RingCentralIn 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 ... -
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, ttecAt 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 ... -
What the 21st Century office would look like according to the greatest minds of the 1960s
13 Jan 2020 Mark Wright, WorkplaceInsightWe're used to hearing people predict what The Office of the Future will look like. It's been going on for a very long time now and each new generation of commentators on the subject comes up with its ... -
Data privacy and the link to corporate social responsibility
10 Jan 2020 ICaaSCorporate 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 ... -
Can Emotional Analytics Help Businesses Get in Tune with How their Customers Are Really Feeling?
09 Jan 2020 Sheri Greenhaus, CrmXchange“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 ... -
Why are communication and collaboration vital to business success?
08 Jan 2020 Matthew HughesCommunication and collaboration within an organisation, and externally to stakeholders and customers, is fundamental to business success. It always has been, but now in this connected age the necessit ... -
Cognitive Flexibility
08 Jan 2020 Institute of Administrative ManagementCognitive Flexibility is the ability to change what you are thinking about, how you are thinking about it and even what you think about it – in other words, the ability to change your mind. Cognitive ... -
When it comes to knowing your customers is their gender still relevant?
07 Jan 2020 FreshNousWhenever 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 ...