Twenty-some months into this new world of working, it’s clear that tools and processes designed for office-based teams aren’t effective for hybrid (home/office) work environments: whether it’s spreadi ...

Britannic Technologies will be presenting at ‘Call and Contact Centre Expo’ on how to build an effective customer interaction suite with automation and AI technology. You will gain insight on how to m ...

16th & 17th November 2021 - ExCeL, London Organisers of the Call and Contact Centre Expo are pleased to open the doors of the ExCeL, London to thousands of contact centre professionals today for the s ...

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with customer habits, and access to the history of interactions.  In this whitepaper by RingCentral, you will find essential tips to launch your call deflection strategy.

This guide to building your business around the customer by RingCentral is an essential read for 2021, as experience will make or break your company.

When it comes to communications, having too many apps might be doing more harm than good. The result is lower workplace morale and productivity, which hinders your organisation's ability to deliver outstanding customer experiences.

Just how important is employee experience? RingCentral look at how happy employees make happy customers, technology overhwelm and more in this free ebook.

Every year, ContactBabel carries out a survey of over 200 UK companies, looking at CX activities, strategies and benchmarks. The result is “The UK Customer Experience Decision-Makers’ Guide”.

To whet your appetite for the 2021 report, I’d like to cover some of the key findings from the current research.

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.