The benefits of homeworking agents and flexible contact centres
By Jabra This year has caused a massive shift in where and how we all work, as a direct response to the worldwide disruption caused by the pandemic. Contact Centres were forced to move their staff to a homeworking model and try to successfully manage agent teams remotely, whilst customer needs grew and became more […]
INDUSTRY SPOTLIGHT: eGain customer engagement solutions
By eGain eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit http://www.egain.com.
Why 2020 will mark the death of the chatbot (as you know it)
Martin Taylor, Deputy CEO at Content Guru, explains how the convergence of written and verbal chatbot functionality will bring about an entirely new Conversational User Interface (CUI)… It’s no secret that 2020 has been an unusual year for customer communication. With international lockdowns limiting person-to-person interactions, many companies have turned to digital channels to continue […]
Contact Center & Customer Services Summit: Everything you need to know about next month’s virtual event!
Here is everything you need to know for your pass at next month’s virtual Summit – including a short overview video of how the day will run here. As we have mentioned before, your complimentary pass is entirely flexible and allows you to attend for a half or full day – you can confirm how you would like to attend here. […]
WEBINAR REWIND: 3-Step Guide To Scaling Your Business Using AI
Don’t worry if you missed KantanMT’s recent webinar giving insight into scaling your business using AI – You can now re-watch the entire session online! One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, […]
Half of UK workers say employer not prepared for a second wave of COVID-19
In a sweeping survey of employees and business leaders across 11 nations, The Workforce Institute at UKG (Ultimate Kronos Group) found only a fraction of employees (20%) felt their organisation met their needs during the initial months of the COVID-19 pandemic. But there is a silver lining: a third of employees globally (33%) say they trust their employer […]
Do you specialise in Web Self Service or Chat? 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 October we’re focusing on Web Self Service/Chat 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 […]
November’s Contact Centre & Customer Services Summit is now VIRTUAL!
The Contact Centre & Customer Services Summit will now take place as a VIRTUAL event on 16th November 2020. Your free virtual pass will still offer all the same benefits, as the live event. The Summit will bring you together with top industry suppliers for business collaboration. Benefits include; Prepare for every eventuality – We can build you a bespoke 1-2-1 itinerary […]
Tell us about your contact centre systems; are they disparate or seamlessly integrated?
By Seth Millis, Aspect By some estimates, 91% of IT staff time is spent on software maintenance. This doesn’t leave very much time for innovation. Over time, systems that (at the time) would never need to communicate, suddenly find themselves reliant upon each other. While originally specialisation and customisation may have driven software architecture, integration is rapidly becoming the primary feature of any […]
NICE CX Excellence Awards 2020 – Winners revealed
NICE has announced the winners of its CX Excellence Awards 2020, with inning organisations honoured for leveraging innovation to drive exceptional customer and employee experiences and improve the bottom line. The 16 award winners across five categories will be recognised at Interactions Live, NICE’s first-ever virtual conference highlighting the path to uncompromising customer service via […]