FREE DEMO: Leverage Your Data. Coach Your Team. Make Customers Happy
i2x is a real-time speech analytics and communication coaching solution for your sales or support team. Powered by artificial intelligence, i2x aims to optimize all customer conversations on the phone, leading to improved customer satisfaction, skilled agents and higher sales. Agents in sales are often the single point of personal contact for customers and therefore, […]
GUEST BLOG: Why contact centres are declaring war against bots
By Synthetix Managing a large group of loud personalities, having to forecast and plan resources tightly against projected inbound contact, meeting big targets and running countless meetings, if this sounds like your typical day, you must be in the profession of overseeing a contact centre. Finding time to think about and plan what needs to […]
Call Centre & Customer Services Summit – Last few places!
Time is running out to secure the remaining complimentary VIP delegate spaces and supplier stands at the Call Centre & Customer Services Summit, which takes place on September 17th& 18that the Hilton Manchester Deansgate. The Summit is a highly-focused event that brings customer care professionals together for one-to-one business meetings, interactive seminars and valuable networking […]
GUEST BLOG: Top tips for deploying AI in your contact centre
Jonathan Sharp, Director, Britannic Technologies Artificial Intelligence (AI) has been around for years but has recently started to gain traction in the contact centre industry. Gartner forecasts that by 2022, 30% of customer service experiences will be handled by conversational agents. AI is a disruptive technology causing a stir in the market, and with high […]
INDUSTRY SPOTLIGHT: Capgemini Odigo – Delivering seamless customer engagements
We live in a world of innovation and a wealth of insights about our customers, the holy grail for many companies is to deliver frictionless engagements for customers but, this is proving to be an elusive end goal for many. With the realities of web, mobile, social media and the Internet of Things (IoT), companies […]
GUEST BLOG: The foundational pillars of omnichannel success
By IFS | mplsystems Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for […]
GUEST BLOG: Chatbots – should we believe the hype?
By James Rein, Senior Account Manager, Adexchange Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every day then read on – a chat bot is likely to have a big impact on the efficiency of your operation. ‘In 2015, Swedbank achieved a 78% first […]
Join BA, Santander & The Hut Group at the Call Centre & Customer Services Summit
There have 65+ senior call centre and customer services professionals attending this autumn’s Call Centre & Customer Services Summit. It’s FREE to attend – would you like to join them? The Call Centre & Customer Services Summit is a unique two-day event that will give you the opportunity to meet new budget-saving suppliers, gain new […]
GUEST BLOG: Connecting customers with conversational Artificial Intelligence
Jonathan Sharp, Director, Britannic Technologies Artificial intelligence (AI) is not a new technology and has been around for a long time but Gartner is estimating that by 2022, 30% of customer service experiences will be handled by conversational agents. Companies need to develop strategies to harness the power of AI to digitally transform and automate […]
8×8 confirms general availability of X Series
Cloud comms specialist 8×8 has announced the general availability of its next-gen intelligent enterprise engagement system for customer and employee interactions, X Series. The solution is now available in the US and UK, with 8×8 asserting that it will help companies deploy a single cloud solution for voice, video conferencing, contact centre, team messaging and […]
