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.

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."