Lower Costs and Improve Customer Service with Text Messaging
By mGage When it comes to customer service, consumers expect speed, convenience, and flexibility. By leveraging text messaging for customer service, you can be available when and where your customers need to reach you. Top companies use text messaging for many customer service applications, including… Fraud Alerts One-Time Passwords (OTP) Balance Checks Payment Reminders Payment Confirmation […]
INDUSTRY SPOTLIGHT: Stella Connect
Stella Connect is the customer feedback and quality management platform built specifically for customer experience teams. Our intuitive platform makes it easy to harness agent-level customer feedback and deliver high impact coaching and QA programs, driving agent engagement and customer satisfaction. With our all-in-one solution, Stella Connect empowers service-lead organizations to create motivated and engaged […]
10 Free Contact Centre Homeworking Technology Health Checks To Be Won
What’s been your biggest contact centre work-from-home (WFH) technology challenge during lockdown? For many organisations, it’s been getting homeworkers connected to office comms and data systems. For others, it’s been data security and compliance. Other common technology challenges have involved recruitment and on-boarding, resource scheduling, communications and general management. What organisations have rapidly discovered […]
‘Game-changing’ real-time speech analytics solution boosts contact centres’ sales, service and compliance standards
Avoira is forecasting a sales surge for its Xdroid speech analytics solution after the AI-powered technology was hailed as a game-changer by one of the UK’s top 50 personal insurance brokers. The technology solutions specialist – which is showcasing Xdroid at the Contact Centre & Customer Service Summit – is also expecting increased adoption of […]
Are you ready for July’s Contact Centre & Customer Experience Summit?
The next Contact Centre & Customer Experience Summit takes place on the 7th & 8th July – both live and virtual attendance options are available! Your complimentary pass is entirely flexible – you can join us for both days, or choose a day that suits your needs – Please confirm your attendance here via our online form. Once submitted, we […]
Do you specialise in Social Media solutions 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 May we’re focusing on Social Media solutions. 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 Social […]
Analyst Report: AI Helps Align Agent Performance with Customer Expectations
By Abby Monaco, Senior Product Marketing Manager, NICE Using AI capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centres maximize agent performance, delight customers and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the […]
BT’s ‘future-fit’ workplaces get first showing at Newcastle contact centre
BT has released new images of its Gosforth Contact Centre currently undergoing a multi-million-pound refurbishment – as it announced the project has already completed its first phase and will open later this year. The centre has undergone a major revamp to modernise it and create a workplace for hundreds of staff. The first phase of […]
Digital Customer Engagement Summit: Secure your place at October’s big event!
Will you be attending the Digital Customer Engagement Summit on the 13th October? Make sure you register today! Your free digital pass attendance options include; Live attendance includes; Your own personalised itinerary designed to suit your needs Live access to seminar sessions hosted throughout 1-2-1 access to innovative solution providers Free meals and refreshments throughout the event Virtual […]
INDUSTRY SPOTLIGHT: Gnatta independent SaaS customer communication
By Gnatta Gnatta is an independent SaaS customer communication company, catering for businesses of all sizes interested in maintaining consistently high standards and improving the efficiency and the effectiveness of their customer care. Our staff have a long history running contact centres. This means that you’re working with people with a deep understanding for the […]