WEBINAR: Fast Track Your 2021 CX Service Strategy
Extraordinary times demand original responses. To help you prepare for the next phase of customer service evolution and deliver outstanding CX throughout 2021, Puzzel and customer strategy expert, Martin Hill-Wilson have developed Being Ready, a handy planning framework for contact centre leaders. Join Puzzel’s webinar tomorrow to learn more about the framework and receive your free e-book and templates. […]
INDUSTRY SPOTLIGHT: Infobip global cloud communications
Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customers’ preferred channels. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security and contact center solutions help clients and partners overcome the […]
The five common Contact Centre issues that can lead to losing customers
By Jabra Here’s the bad news: there are five issues common to Contact Centres that could cause you to lose 9 out of 10 customers. However, the good news is that once these issues are addressed you can make your top performing agents almost twice as productive as their least industrious counterparts – which will […]
Do you specialise in CRM for contact centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM 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 CRM solutions […]
SAVE THE DATE: Contact Centre & Customer Services Summit
The next Contact Centre & Customer Services Summit will take place on April 26th & 27th 2021 – Demand will be high so secure you delegate place today! At the event we will tailor-make an itinerary of pre-matched connections between you and suppliers of interest, where you can identify in advance, who best fits your business needs. […]
INDUSTRY SPOTLIGHT: Altitude Software omnichannel solutions
Altitude Software is a global provider of omnichannel solutions that unify all customer interactions whilst providing an exceptional customer and agent experience. Altitude Xperience is a complete omnichannel cloud contact centre service that powers more effective and efficient multimedia communication between your organisation and your customers, and is applicable to all industries who focus on customer […]
eBook: Why a Distributed Workforce Wreaks Havoc on Your Business (and what you can do about it)
For the first time in recent history, there are more people working remotely than in corporate offices. This shift has substantially changed network traffic patterns for millions of businesses worldwide, creating capacity and reliability issues with firewalls, VPNs, SBCs, and Internet Service Providers (ISPs). With 92% of the virtual workforce expecting to work from home […]
Working from home: How separation affects the contact center
By Adam Aftergut, Product Marketing Manager, NICE Part two in a three-part series on the root causes of work-from-home challenges faced by contact center agents and their employers… As we noted in the first essay in this series on work-from-home challenges, fundamentally changing boundaries are having an impact on staffing and performance in the contact center. The […]
eBOOK: Social Media Trends 2021 Global Report
2020 has been dominated by COVID-19, forcing many brands to change the way they communicate with their customers. Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers. This is likely to continue in 2021 and beyond. This free report from Talkwalker delves into the […]
WHITE PAPER: How to launch a call deflection strategy
Download the RingCentral white paper on how to launch a call deflection strategy. Improve your customer experience and streamline your contact centre activity by deflecting calls to digital channels. Learn more about call deflection best practices: The difference between call deflection vs call avoidance When and where to implement call deflection Key elements to consider […]