Making the move to cloud in contact centres: 3 key questions to ask
As organisations look to future-proof customer experience they are reviewing their contact centrestrategies with many turning to cloud-based technology for all-round agility. Magnus Geverts, VP Product Marketing and Management at Calabrio, shares his top tips for a smooth and successful transition to a cloud-first approach… As economies recover following the Coronavirus Pandemic cloud-based contact centres will […]
How – and Why – to Analyze Sentiment
By Abby Monaco, Senior Product Marketing Manager, NICE Nexidia “I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.” Without any additional context, this news could be cause for joy – you’ll no longer be working all weekend to deliver on a deadline – or significant […]
Contact Centre & Customer Services Summit: Still time to register!
If you’ve not yet registered for next month’s Contact Centre & Customer Services Summit hurry – it takes place on 26th & 27th April. Your complimentary pass is entirely flexible – you can join us for both mornings, or choose a day that suits your needs – Please confirm your attendance here via our online form. Once submitted, we can […]
Do you specialise in Automated Customer Satisfaction solutions? 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 April we’re focusing on Automated Customer Satisfaction 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 Automated […]
Thinking of Transforming your CX Strategy?
By Foehn At Foehn we work with our clients to deliver world-class CX strategies through the delivery of agile, digital, cloud-based solutions such as Genesys Cloud. We have helped many companies enhance their customer experience through our implementations, allowing them to use digital channels, CSAT tools, Workforce Management and Gamification to improve both the customer […]
Mobile Learnings for 2021 to Increase Customer Loyalty
By Pinder Takhar, Director of Marketing, mGage 2020 was a significant year for business messaging as we saw an upward trend in its usage. It quickly became an indispensable communication channel for brands to stay connected with their customers, keeping them engaged, informed and updated. Along with an increase in two-way messaging, more businesses started […]
The new collaborative contact centre
By EveryCloud Building a collaborative contact centre has never been so important, it’s crucial to stay connected for a contact centre to function at its best capacity. It’s our job to guide you on the best technology and tools you should utilise to improve customer service. Unleash your people’s talent and delight your customers from […]
5 Minutes With… Erik Delorey, Empirix
In the latest installment of our contact centre industry executive interview series, we spoke to Erik Delorey, Product Marketing Manager and Solutions owner for the Hammer Test Automation product line at Empirix, about the company, industry challenges and opportunities, new technology and the wisdom of Douglas Adams… Tell us about your company, products and services. […]
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
By Content Guru In the contact centre industry, looking backwards can often give us a clear indicator of what lies ahead. 2020 brought with it both personal and professional challenges no one could have predicted. However, the coronavirus crisis marked a clear turning point for the contact centre – one that has laid the foundations […]
Learn from the best at the Contact Centre & Customer Services Summit
Your virtual pass to next month’s virtual Contact Centre & Customer Services Summit includes access to four webinar sessions – Confirm your attendance today! The webinars include:- “Inspire culture change and improve performance using intrapreneurship” Using the ‘What Would I Do If It Was My’ methodology, Alison delves into the minds of the top entrepreneurs […]