Five reasons contact centres are moving to the cloud right now (or should if they aren’t already)
By Martin Taylor, Deputy CEO at Content Guru We are on the precipice of another great cloud migration. It’s something we’ve seen with data storage, software and consumer services and over the next few years, we will witness the same journey in the contact centre industry – from the on-premises contact centre of old, to […]
Forum Events goes virtual for B2B meetings
Forum Events and Media Group, organiser of face-to-face meetings-based events like the Contact Centre & Customer Services Summit, is launching a series of new Virtual Forums. For over 20 years Forum has been bringing together procurement decision-makers with suppliers for pre-arranged meetings and networking at its Forums and Summits. These events have generated £millions of […]
5 Minutes With… Jay Patel, IMImobile
In the latest instalment of our Contact Centre executive interview series, we spoke to IMImobile CEO Jay Patel about his company, industry opportunities, the impact of COVID-19 and emerging technologies… Tell us about your company, products and services. At IMImobile, we help our clients communicate and interact with their customers over different digital channels. We […]
Do you specialise in Virtual Contact 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 July we’re focusing on Virtual Contact Centres 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 […]
Contact Centre & Customer Services Summits: Everything you need to know
We wanted to let you know that we are still running both Contact Centre & Customer Services Summit’s this year – both of which your attendance is entirely complimentary. Your complimentary guest pass includes benefits such as; Full hospitality – Enjoy free overnight accommodation including all meals and refreshments. Stay up-to-date with the industry – Enjoy a series of topical seminar […]
From Hype To Reality: AI in The Contact Centre
By Content Guru It’s no secret that the global pandemic, and subsequent lockdown measures, have forced many companies to compete solely on the basis of the remote customer experiences they deliver. Those companies that keep their customers close, by investing in technology that makes customer engagement their competitive advantage, will be those that survive, and […]
WEBINAR REWIND: Is the omni-channel communication contact centre fiction or reality?
Don’t worry if you missed Sparkcentral’s final Digital Masterclass webinar – you can now re-watch the session about omni-channel communication in your Contact Center online. Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team? Re-watch this last Masterclass and […]
Contact centre outsourcing – Time to take a closer look
Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla… The current Coronavirus crisis has shown the importance of contact centres at this difficult time. When many organisations are looking to outsourcers for additional resource, […]
An update on the Contact Centre & Customer Services Summit
We wanted to let you know that we are still running both Contact Centre & Customer Services Summits this year – at which your attendance is entirely complimentary. Your complimentary guest pass includes benefits such as; Full hospitality – Enjoy free overnight accommodation including all meals and refreshments. Stay up-to-date with the industry – Enjoy a series of topical seminar sessions […]
ROI Calculator – Measuring the impact of proactive and reactive call deflection
By IMImobile IMImobile’s new ROI Calculator helps businesses estimate potential cost savings for their contact centre operations with proactive and reactive call deflection tactics. As the world prepares itself for a new normal, it has become evident that digital communication channels are crucial for businesses now and for the future. Customers and businesses alike have witnessed how […]