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 […]
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 […]