Omni-Agents – Fact of fiction?
As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents… Omnichannel has been a buzzword for a few years now as modern consumers demand a consistent, satisfying and effortless experience, every time, whatever the device or communications channel. On the one hand, this has […]
Do you provide Social Media Management Services to 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 June we’re focussing on Social Media solutions. It’s all part of our new ‘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 […]
GUEST BLOG: Is your data the key to delivering a better customer experience?
By Geoff Land, MD, Infinity CCS When looking at the challenges of delivering the type of multi-channel, digital customer experiences that are being demanded of businesses today, most CX professionals cite the current limitations of their technology, people, or processes. While it’s true that those are the challenges most companies encounter, these are generally expensive […]
Claim your VIP place at the Call Centre & Customer Services Summit
The leading event for the customer care industry is heading to Manchester this autumn – and it’s totally free for you to attend. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service professionals in the north of England the opportunity to source news suppliers in […]
Infinity CCS partners with Connexica for GDPR compliance solutions
Infinity CCS has partnered with Connexica to offer an analytics suite that includes a Data Discovery and Management (DDAM) module specifically designed to help companies become GDPR compliant. Delivered on its own, as part of the analytics suite, or alongside the full Infinity Platform, Infinity CCS says DDAM can be installed and configured quickly and […]
Puzzel announces new chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Users are now able to integrate third party or Puzzel’s own Chat bots directly into their core contact centre solution to […]
GUEST BLOG: Ringing the changes – The art of reducing call volumes
Colin Hay at Puzzel believes focus on customer interactions is what really matters and outlines ten strategies for reducing customer call volumes… Traditionally, contact centre leaders measured success on how quickly customer calls were dealt with. Happily, many organisations are now questioning this metric and instead are looking at what it really means to deliver […]
SAVE THE DATE: Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit heads to Manchester this autumn, giving call centre and customer service professionals in the north of England the opportunity to source news suppliers in one place, over just two days. The Summit takes place on September 17th & 18th at the Hilton Deansgate, Manchester and is entirely free […]
INDUSTRY SPOTLIGHT: Vidicode UK Call Recording for GDPR, MiFIDII & PCI Compliance
As so many companies are aware the old Data Protection Act will be replaced on 25th May 2018 with new Europe wide regulation called General Data Protection Regulation (GDPR). There are 6 lawful bases to process and retain customer data which includes call recordings, cited by the Information Commissioners Office (ICO) and companies will have […]
Do you provide Automated Customer Satisfaction solutions? 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 May we’re focussing on Automated Customer Satisfaction solutions. It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
