INDUSTRY SPOTLIGHT: Dialpad – Your complete customer experience suite
Dialpad is an AI-native communications platform for modern customer experience teams, helping organisations understand and act on customer conversations. Its mission
Dialpad is an AI-native communications platform for modern customer experience teams, helping organisations understand and act on customer conversations. Its mission
Artificial Intelligence (AI) is reshaping customer experience, from intelligent virtual assistants and predictive analytics to automated workflows and real-time agent
Contact centre agents are expected to answer an increasingly broad range of customer questions accurately and quickly. Yet the information
The Contact Centre & Customer Services Summit is taking place in less than a two weeks, with top speakers such as Kirsty Ferguson and Dan Edwards from Premier
BCH Digital is a UK-based provider of secure payment and communication solutions, specialising in PCI-DSS compliant technologies. With over 25
Contact centre and customer experience leaders are being encouraged to use this year’s National Customer Service Week (NCSW) as an
Customer expectations continue to rise, while contact centres face increasing pressure to do more with fewer resources. Operations must balance
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
For years, success in automated contact centre engagement was measured largely through technical indicators such as speech recognition accuracy, word error rate (WER),
The modern contact centre has evolved far beyond measuring call volumes and average handling times. Customer service leaders are expected
By Merchants South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and
Jake Healy has been part of the Forum Events team for four years and recently took over as Event Sales
The Contact Centre & Customer Services Summit is taking place in September, where top speakers such as Jack Barmby, CEO at Gnatta,
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce
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