Meet with Diabolocom at the Contact Centre & Customer Services Summit!
There’s only a few weeks left until the Contact Centre & Customer Services Summit! Let’s take advantage of this virtual event to enhance your customer interactions! Diabolocom‘s 100% cloud software can be integrated to your CRM in only a few minutes. Self-service, personalized messages, post-call workflows, … Are you ready to set up the best strategies […]
Fast call centre analytics ‘vital’ in the new WFH normal
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain work from home (WFH) operational models. That’s the view of leading call centre solution provider Avoira, which is anticipating heightened interest in the technology from delegates attending the virtual Contact Centre & Customer Service Summit. The company […]
Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]
Do you specialise in Knowledge Management for call 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 September we’re focusing on Knowledge Management 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 Knowledge […]
Puzzel ranks top 3 among Frost & Sullivan’s European CCaaS providers
Puzzel has been ranked in the top 3 for European CCaaS providers for 2020 by Frost & Sullivan, highlighted for their innovative products, and the vigour with which they embrace new technology and megatrends. Based on its analysis of 150 European CCaaS providers, the placement on the Radar confirms Puzzel as the challenger brand companies need […]
How gamification increases employee productivity in the contact centre
By Noa Shlomo, Product Manager, NICE With more employees working from home than ever before, contact center leaders have had to rethink how they maintain business as usual and continue driving toward organizational goals. In this new environment, gamification has emerged as a critical way of ensuring employee productivity and engagement. Contact center employees who […]
Contact Centre & Customer Services Summit – Just one month to go!
We have a guest pass on hold for you at next month’s virtual Contact Centre & Customer Services Summit on the 14th September. Your place is entirely free and includes access to live webinar sessions and a personalised itinerary of relaxed 1-2-1 meetings with budget-saving suppliers who match your needs for upcoming projects. There is no hard sell at […]
The Silver Lining: How the pandemic has inspired innovation throughout the contact centre industry
By Jil Maassen, Lead Strategy Consultant, Optimizely There has been significant pressure on the contact centre industry throughout the pandemic. Unprecedented demand has been met by a dwindling office based workforce, and it is unlikely we will see a fully populated calling floor for some time yet. However, these difficult circumstances have produced insights and […]
SMS Surveys – Vital to gathering valuable customer feedback
By mGage For businesses looking to continually improve their customer service and experience, the need for thorough feedback cannot be underestimated. Without a true indicator or picture of the consumer experience, there is no way organisations can ensure that they are supplying the best service possible. Hence, SMS surveys are a vital tool in the […]
WEBINAR REWIND: The role people, platforms & partners play in your future operating model
If you missed last week’s Ember webinar don’t worry – You can now rewatch the entire session online! The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic […]