Contact Centre & Customer Services Summits: Everything you need to know
We wanted to let you know that we are still running both Contact Centre & Customer Services Summit’s this year – both of which your attendance is entirely complimentary. Your complimentary guest pass includes benefits such as; Full hospitality – Enjoy free overnight accommodation including all meals and refreshments. Stay up-to-date with the industry – Enjoy a series of topical seminar […]
How AI and automation help contact centers be agile in the COVID-19 era
By Paul Chance, NICE As widespread shutdowns went into effect, contact centers had to make an overnight shift to remote work – a significant undertaking in an industry that has historically relied on physical office spaces to bring together and manage the agents who are critical to solving customers’ needs. Agents and contact center leaders, […]
WEBINAR: Leading Organisations are Embracing the GigCX Revolution – Learn Why and How
Thursday 25th June 2.00 pm (BST) / 9.00 am (EDT) Bricks and Mortar contact-centre operations continue to face challenges on multiple fronts: Increasing cost of people High levels of attrition Staff absence Limited agility to respond Rapid adoption and acceptance of virtual working Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed […]
From Hype To Reality: AI in The Contact Centre
By Content Guru It’s no secret that the global pandemic, and subsequent lockdown measures, have forced many companies to compete solely on the basis of the remote customer experiences they deliver. Those companies that keep their customers close, by investing in technology that makes customer engagement their competitive advantage, will be those that survive, and […]
WEBINAR REWIND: Is the omni-channel communication contact centre fiction or reality?
Don’t worry if you missed Sparkcentral’s final Digital Masterclass webinar – you can now re-watch the session about omni-channel communication in your Contact Center online. Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team? Re-watch this last Masterclass and […]
Contact centre outsourcing – Time to take a closer look
Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla… The current Coronavirus crisis has shown the importance of contact centres at this difficult time. When many organisations are looking to outsourcers for additional resource, […]
An update on the Contact Centre & Customer Services Summit
We wanted to let you know that we are still running both Contact Centre & Customer Services Summits this year – at which your attendance is entirely complimentary. Your complimentary guest pass includes benefits such as; Full hospitality – Enjoy free overnight accommodation including all meals and refreshments. Stay up-to-date with the industry – Enjoy a series of topical seminar sessions […]
ROI Calculator – Measuring the impact of proactive and reactive call deflection
By IMImobile IMImobile’s new ROI Calculator helps businesses estimate potential cost savings for their contact centre operations with proactive and reactive call deflection tactics. As the world prepares itself for a new normal, it has become evident that digital communication channels are crucial for businesses now and for the future. Customers and businesses alike have witnessed how […]
It’s time to stop talking about AI in the contact centre
The coronavirus pandemic has changed the way that consumers engage with brands. Lockdown has birthed a new era of digital communication, in which customers expect to interact with companies over the channel of their choice, and receive the same unrivalled service that they do from leading online giants. How can organisations ensure that they deliver […]
Thank you for responding in a crisis
By the European Contact Centre and Customer Service Awards 2020 has seen a phenomenon that the world would never want to experience again. The coronavirus pandemic ripped through every country. Never has our industry seen so many people respond so quickly to a crisis. The customer contact industry demonstrated just how agile and reactive it […]
