NICE CX Excellence Awards 2020 – Winners revealed
NICE has announced the winners of its CX Excellence Awards 2020, with inning organisations honoured for leveraging innovation to drive exceptional customer and employee experiences and improve the bottom line. The 16 award winners across five categories will be recognised at Interactions Live, NICE’s first-ever virtual conference highlighting the path to uncompromising customer service via […]
Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]
Register today for November’s Contact Centre & Customer Services Summit
You can now secure your free pass to our 2nd hybrid Contact Centre & Customer Services Summit, taking place on the 16th & 17th November at the Radisson Blu Hotel, London Stansted. Register today for these amazing benefits: Complimentary overnight accommodation, including all meals and refreshments throughout. A personalised itinerary of relaxed meetings (social distanced with Perspex screen) designed […]
Contact Centre & Customer Services Summit – Two weeks to go!
There’s still time to secure a guest pass for the virtual Contact Centre & Customer Services Summit, which is taking place on the 14th September. Your place is entirely free and includes access to live webinar sessions and a personalised itinerary of relaxed 1-2-1 meetings with budget-saving suppliers who match your needs for upcoming projects. There is no […]
Fast call centre analytics ‘vital’ in the new WFH normal
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain work from home (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 & Customer Service Summit. The company […]
Do you specialise in Knowledge Management for call centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Knowledge […]
Puzzel ranks top 3 among Frost & Sullivan’s European CCaaS providers
Puzzel has been ranked in the top 3 for European CCaaS providers for 2020 by Frost & Sullivan, highlighted for their innovative products, and the vigour with which they embrace new technology and megatrends. Based on its analysis of 150 European CCaaS providers, the placement on the Radar confirms Puzzel as the challenger brand companies need […]
Contact Centre & Customer Services Summit – Just one month to go!
We have a guest pass on hold for you at next month’s virtual Contact Centre & Customer Services Summit on the 14th September. Your place is entirely free and includes access to live webinar sessions and a personalised itinerary of relaxed 1-2-1 meetings with budget-saving suppliers who match your needs for upcoming projects. There is no hard sell at […]
The Silver Lining: How the pandemic has inspired innovation throughout the contact centre industry
By Jil Maassen, Lead Strategy Consultant, Optimizely There has been significant pressure on the contact centre industry throughout the pandemic. Unprecedented demand has been met by a dwindling office based workforce, and it is unlikely we will see a fully populated calling floor for some time yet. However, these difficult circumstances have produced insights and […]
SMS Surveys – Vital to gathering valuable customer feedback
By mGage For businesses looking to continually improve their customer service and experience, the need for thorough feedback cannot be underestimated. Without a true indicator or picture of the consumer experience, there is no way organisations can ensure that they are supplying the best service possible. Hence, SMS surveys are a vital tool in the […]