Delivering an effortless customer experience is the best way to gain loyalty. In this free webinar on May 11th, 10am BST, learn how to create a Netflix-like customer experience in contact centres, with crucial steps to successfully embark on an AI journey.

In this episode of the Risk Management Show podcast, host Boris Agranovich meets Chris Beall, CEO at ConnectAndSell.  In this interview they discussed the following questions: How GDPR, TCPA and other ...

Puzzel has appointed Frederic Laziou as its new CEO. Laziou is tasked with driving forward Puzzel’s international expansion, extending the vendor’s proposition into new regions and industry sectors, as well as building on its position as a recognised challenger in the CCaaS category.

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 customer churn. Thankfully, there are some easy tools contact centres can use to help reduce the risk of churn and spot potential problems before they arise. So how can you use Speech Analytics to reduce customer churn?

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 mobile billing within one channel. Watch this 10 minute interview with Drew Hickling of Oxfam and Nick Millward, VP Europe for mGage to find out more.

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 proving most valuable, and is your organisation ready? Read on to learn about the essential trends CX leaders will adopt.

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 ugly duckling turned itself into a digital swan?

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; enabling the charity to continue its vital fundraising work.

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 provide an all-round exceptional experience to anyone who interacts with your brand, including customers,  users and employees. 

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 ...

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 months.

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 plan keeps you up and running even if your regular operations are shut down.

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.