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 […]
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 […]