Safeguarding your customers from fraud before – and after – COVID-19
By Brett Beranek, VP & General Manager, Security and Biometrics at Nuance Communications The spread of coronavirus has resulted in increased uncertainty for many. Even as we hopefully begin to see light at the end of the tunnel, feelings of ambiguity have triggered a variation of consumer behaviour. Some are plunging deeper into their work […]
Everything you should know about customer experience mapping
By Simon Black, CEO, Awaken Intelligence Having the right people, the right tools and adding in the right approach is all part of the mix in creating the right level of service for your customers. But how do you know what they really want at different stages of their journey with your brand and how […]
The Contact Centre & Customer Services Summit has gone VIRTUAL!
Due to the recent updates from the government, we have made the decision to bring you our unique Summit virtually – bringing the industry’s leading buyers and suppliers together for business collaboration. Still forming the same concept, your free virtual place includes: LIVE Seminars – Attend LIVE topical seminar sessions led by industry thought leaders and gain access to additional industry webinars. […]
WEBINAR: Adapting to the changing business environment; the role people, platforms & partners play in your future operating model
Thursday, July 23rd 2020 2.00 pm (BST) / 9.00 am (EDT) Register Here 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 backdrop, many organisations are fighting […]
Improving Contact Centre Performance with Mobile Messaging
By mGage With 89% of consumers willing to switch to a competitor after a bad customer service experience[1], the importance of good customer service cannot be overstated. In the recent climate, increasing pressure has been placed on contact centres across various industries. Contact centres are costly, not just because of the resources required to operate […]
RPA: A key factor driving success in the COVID-19 era
By Catherine Gurwitz (pictured), Product Marketing Manager, NICE Organizations around the world are turning to robotic process automation (RPA) to become more agile and efficient in the face of increased demand and rapidly changing environments during the COVID-19 pandemic. While call centers become increasingly aware of the necessity of a remote workforce, organizations are realizing […]
FREE EBOOK: Managing Contact Centre Homeworkers – 20 Quick Tips
Being a home worker will give you (as a Manager) a different and better perspective on the unique issues and pressures facing colleagues. That said, are you finding it difficult to support your remote teams? Unsure how to motivate and boost work-at-home productivity? Or are you struggling with information security and compliance? The new eBook from […]
COVID-19: A catalyst for change in the contact centre
By Martin Taylor, Deputy CEO and Co-Founder, Content Guru When COVID-19 caused mass lockdown across the UK, nearly every single organisation was required to send its employees home to work remotely, or face having to close business operations entirely. There is no escaping the monumental impact that COVID-19 is having and will continue to have […]
Attend the Contact Centre & Customer Services Summit virtually
Have you secured your place at the upcoming Contact Centre & Customer Services Summit? This event is now virtual, so you can attend remotely via a video link! 14th September – RSVP here to secure your place. The Contact Centre & Customer Services Summit is a highly focused event that brings the industry together for virtual business […]
Do you specialise in contact centre Training & Development? 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 August we’re focusing on Training & Development 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 […]