WEBINAR REWIND: A digital-first strategy for customer engagement
Don’t worry if you missed last month’s excellent Talkdesk webinar on customer engagement – You can now watch the entire session again online! Customers are increasingly opting to engage digitally with the companies they do business with. This has as much to do with the continuing demographic shift to predominantly digitally native consumers as it […]
Contact Centre & Customer Services Summit – Register now for April’s event!
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 […]
Do you specialise in Agent Coaching & Monitoring? 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 January we’re focusing on Agent Coaching & Monitoring. 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 […]
DOWNLOAD: The future of workforce engagement in the contact centre
By Talkdesk This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact centre is no exception. While many uncertainties remain in determining the future of workforce engagement, it is safe to expect that those […]
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 […]