eBOOK: Social Media Trends 2021 Global Report
2020 has been dominated by COVID-19, forcing many brands to change the way they communicate with their customers. Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers. This is likely to continue in 2021 and beyond. This free report from Talkwalker delves into the […]
WHITE PAPER: How to launch a call deflection strategy
Download the RingCentral white paper on how to launch a call deflection strategy. Improve your customer experience and streamline your contact centre activity by deflecting calls to digital channels. Learn more about call deflection best practices: The difference between call deflection vs call avoidance When and where to implement call deflection Key elements to consider […]
Customer self-service is the secret to surviving this year’s holiday shopping season
By Smart Tribune E-commerce retailers must offer exceptional customer service experiences to succeed in what’s likely to be the biggest online holiday shopping season ever. There is no question that 2020 has been a year of unexpected twists and turns. The ongoing COVID-19 pandemic has turned everything we know about typical consumer habits on its […]
How to stay focused when working remotely
By Jabra Working remotely or flexibly requires consistent self-motivation to remain focused, maintain productivity and successfully work through our daily or weekly task list. However, we know that focus and productivity can dip at certain times during working hours, so how can we stop our minds wandering, control our focus and remain productive wherever we […]
Fast, accurate analytics vital as call centres adapt to ‘new normal’ of WFH
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain WFH operational models. That’s the view of leading call centre solution provider Avoira which is anticipating heightened interest in the technology from delegates attending the virtual Contact Centre and Customer Services Summit on the 16th November. The […]
5 ways to grow your SMS subscriber list
By mGage Launching your first SMS campaign is exciting! In order to get started, you will need to build a list of SMS subscribers who have opted-in to being contacted by you. Fortunately, there is plenty of opportunity. More than 5.19 billion people now use mobile phones, up by 124 million over the past year[1]. […]
The benefits of homeworking agents and flexible contact centres
By Jabra This year has caused a massive shift in where and how we all work, as a direct response to the worldwide disruption caused by the pandemic. Contact Centres were forced to move their staff to a homeworking model and try to successfully manage agent teams remotely, whilst customer needs grew and became more […]
Why 2020 will mark the death of the chatbot (as you know it)
Martin Taylor, Deputy CEO at Content Guru, explains how the convergence of written and verbal chatbot functionality will bring about an entirely new Conversational User Interface (CUI)… It’s no secret that 2020 has been an unusual year for customer communication. With international lockdowns limiting person-to-person interactions, many companies have turned to digital channels to continue […]
Tell us about your contact centre systems; are they disparate or seamlessly integrated?
By Seth Millis, Aspect By some estimates, 91% of IT staff time is spent on software maintenance. This doesn’t leave very much time for innovation. Over time, systems that (at the time) would never need to communicate, suddenly find themselves reliant upon each other. While originally specialisation and customisation may have driven software architecture, integration is rapidly becoming the primary feature of any […]
WEBINAR: 3-Step Guide to Scaling your Business using AI
Deploying AI in Contact Centres for rapid on-boarding of new business By Jim Nolan, Sales Manager, KantanMT One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, and complex. And if the on-boarding process […]