Forum Insight: What to expect from our Forums this year
Starting off 2017 as we mean to go on, this year’s first forum ended last week, with people from across the globe booking in to the Radisson Blu Hotel for two days of meeting, greeting, wining and dining with some of the industry’s leading names. With seminars throughout the day tailored to individual industry needs, […]
Aspect announces chatbot availability
Workforce optimisation company Aspect Software has announced the availability for its newest chatbot. The chatbot, known as Mila, will be available on collaboration and messenger platforms such as Slack, Microsoft Teams and Facebook Workplace, and aims to provide call centres with automated self service functionality to view schedules, book time off and trade shifts with […]
National Archives take to the cloud
The National Archives are digitising their communication technology to give access to the cloud. Based in London, the National Archive is the official government archive and publisher for England and Wales, securing official records physically and digitally. Provided by 8×8, over 600 staff members will get access to a cloud based system, using the communication […]
Customer care more important than ever, says Teleopti
The constantly shifting industry landscape is nothing new but as change becomes rapid, customer care is the competitive edge for many companies, according to call centre industry specialist. In a report by Teleopti product manager Jeremy Hamill-Keays, industry leaders are warned that analysing customer trends and data isn’t enough to guarantee revenue. As consumers become more […]
Social machines reaching a ‘coming of age’
Machines capable of communication and interaction with their environments could greatly influence industry evolution, according to new research. The study, by growth partnership company Frost & Sullivan, explains that while technology has grown in leaps and bounds over the past 50 years, artificial intelligence and sentience is still a long way from replacing most human […]
Guest Blog: Al Cook: The year of the next-generation contact centre
Al Cook, Director of Product and Head of Contact Centre Business at Twilio, examines how the call centre industry will change in 2017 The current call centre experience doesn’t come without its faults. It would be safe to assume that most, if not all, people can relate to the frustration of trying to contact a business […]
Industry Spotlight: What are the top customer service strategies to service the contact centre of the future?
Recently Kura teamed up with the CCA to answer this very question. Through new, original research we asked the critical questions to understand where businesses were positioned today and their ambitions for the future. Our on-demand webinar by Arceeb Moughal, Director of Commercial at Kura, and Anne-Marie Forsyth, CEO of the CCA, highlights the […]
Forum Insight: 7 effective ways to feel the fear and network anyway
If you’re shy, don’t think that successful networking is out of the question. Molly Dyson offers top tips for the less outgoing. While working with Forum Events we’ve heard from many industry members that their job can be extremely isolating, especially if your position is the only one of its kind at your company. That’s […]
Guest Blog: Howard Williams: The conversation engine of the future
The clock struck twelve and 2016 ended to a collective sigh of relief. But what does 2017 have in store? The last twelve months laid down the groundwork for some exciting advancements in technology, with the prospect of virtual reality and voice operated assistants already poised to advance throughout the year. But what about developments […]
Industry Spotlight: Inside Call Centre technology
Aeriandi’s award winning voice security solutions deliver complete protection from the start to the end of every call. From call recording, archiving and PCI phone payments, to fraud detection and speech analytics, we’ve got you covered. Our software-as-a-service solution delivers industry leading functionality and security, without the need to ever install anything on site. […]