EvaluAgent and Puzzel form strategic alliance to strengthen growth and support shared product visions
Puzzel, the leading European provider of cloud contact centre solutions, has announced the signing of a new strategic alliance with EvaluAgent, a leading Quality Assurance and Performance Management platform. As a result of the alliance, EvaluAgent’s technology will be integrated into the Puzzel’s Cloud based Customer Service Platform, designed to directly address some of the […]
WHITE PAPER: Transform Customer Service with Next-Gen Knowledge
By eGain Over 5,000 consumers told us in a survey that the biggest hurdles to good customer experience are: “contact center agents are not knowledgeable,” “different agents give different answers,” and “I can’t find answers on the company website.” At the same time, customer service contact center agents confessed that “finding the right answers” and […]
INDUSTRY SPOTLIGHT: Talkwalker consumer intelligence acceleration platform
Talkwalker is the #1 Consumer Intelligence Acceleration platform for brands to drive business impact. Recognized by Forrester as a Leader in Consumer Intelligence and Social Listening, the platform combines a multitude of internal and external data sources with AI powered by Blue Silk™ technology, for the most expansive view of consumers. Talkwalker Activate professional services […]
Do you know what’s missing from your CX strategy?
By Genesys Our team here at Genesys have been hard at work creating a digital consultancy solution focused on Omnichannel Contact Centre. This is in the form of an online self-assessment that will enable you to benchmark against industry standards, identify relevant use cases, and define your CX strategy roadmap. We’d like to invite you […]
WHITE PAPER: Video in the contact center – How to future-proof your CX
By Vonage Putting your customers first by serving them on their channel of choice can be challenging and complex for both your business and agents. Adding video to the mix can take that to the next level. Adrian Swinscoe, best-selling author and Forbes contributor, outlines these challenges and provides industry-specific use cases in his new […]
INDUSTRY SPOTLIGHT: VeriCall Ltd
VeriCall is a 100% UK-based call centre that has not only won several awards for delivering exactly the kind of Customer Care that their customers require and deserve but also one that seeks to constantly evolve and improve its offering. One example is the unique Payments in Social Media solution that allows team members to […]
Do you specialise in CRM for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM. 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 CRM solutions and […]
Level up in 2022 with these great online courses!
Our selection of online courses tailored specifically for the contact centre sector will enable you to both learn new skills and improve existing ones – sign up today! These are specially-curated online courses designed to help you and your team improve expertise and learn new things. The Customer Services online learning bundle provides you with […]
SAVE THE DATE: Contact Centre & Customer Services Summit 2022
The next Contact Centre & Customer Services Summit takes place on April 24th & 25th 2022 at the Radisson Red Heathrow. Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers – A seat at our industry seminar sessions (included within your itinerary) – Overnight accommodation at the venue – free of charge […]
INDUSTRY SPOTLIGHT: 8×8 Frontdesk for receptionists
By EveryCloud 8×8 Frontdesk is a tailored experience that delivers efficiency and productivity for receptionists and operators handling high call volumes. Providing personalised call handling, tailored user experience and a software-based solution means businesses can easily automate a flexible solution that eliminates the need for costly multi-vendor solutions. Integrating with your wider 8×8 XCaaS integrated […]