Learn from the best at next week’s Contact Centre & Customer Services Summit
Alongside amazing webinar sessions, we can arrange for you to meet key industry solution providers to help you prepare for the future at this full day virtual event. Contact Centre & Customer Services Summit – Monday 16th November Confirmed LIVE webinars include; “Maximising Remote Relationships: Social Selling” In a world where face to face consultations and meeting […]
5 Minutes With…. Jabra EMEA North MD Nigel Dunn
In the latest instalment of our contact centre industry executive interview series, we spoke to Jabra EMEA North‘s Managing Director Nigel Dunn (pictured) about the company, the ongoing challenges the sector faces as a result of COVID-19, market opportunities and the impact of new technology… Tell us about your company, products and services. Jabra is […]
The root cause of work-from-home challenges
By Adam Aftergut, Product Marketing Manager, NICE Toronto-Dominion Bank (TD Bank) moved more than 9,000 call center employees from 15 cities in the US and Canada to a work-from-home (WFH) model in the weeks following widespread shutdowns due to COVID-19. Company leaders told Bloomberg that the bank, which serves 26 million customers, helped ease the massive transition by […]
Customer self-service is the secret to surviving this year’s holiday shopping season
By Smart Tribune E-commerce retailers must offer exceptional customer service experiences to succeed in what’s likely to be the biggest online holiday shopping season ever. There is no question that 2020 has been a year of unexpected twists and turns. The ongoing COVID-19 pandemic has turned everything we know about typical consumer habits on its […]
How to stay focused when working remotely
By Jabra Working remotely or flexibly requires consistent self-motivation to remain focused, maintain productivity and successfully work through our daily or weekly task list. However, we know that focus and productivity can dip at certain times during working hours, so how can we stop our minds wandering, control our focus and remain productive wherever we […]
Fast, accurate analytics vital as call centres adapt to ‘new normal’ of WFH
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain 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 and Customer Services Summit on the 16th November. The […]
Do you specialise in Display Boards 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 November we’re focusing on Display Boards 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 Display […]
Contact Centre & Customer Services Summit: Solutions tailor made for you
At the Contact Centre & Customer Services Summit we can 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. You tell us the services you are looking for and we will source the best, most innovative and cost effective solutions providers […]
How real-time feedback helps drive lasting change
By Lauren Maschio, Product Marketing Portfolio Manager, Enterprise WFO How to give people feedback, according to Harvard Business Review, is one of the hottest topics in business today. A key problem with feedback, Marcus Buckingham and Ashley Goodall wrote, is that people are “unreliable raters of other humans.” “This phenomenon is called the idiosyncratic rater effect, and […]
5 ways to grow your SMS subscriber list
By mGage Launching your first SMS campaign is exciting! In order to get started, you will need to build a list of SMS subscribers who have opted-in to being contacted by you. Fortunately, there is plenty of opportunity. More than 5.19 billion people now use mobile phones, up by 124 million over the past year[1]. […]