Why VPN is a poor choice for enabling a remote call center staff
By Steve Bell, TalkDesk In my previous blog, I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I explore the challenges and pitfalls of a common alternative tactic many companies are […]
WEBINAR REWIND: How Different is Contact Centre Reporting for Asynchronous Teams vs Synchronous Teams?
The latest instalment of Sparkcentral’s Digital Masterclass 2020 webinar series looked at how different contact centre reporting is between asynchronous and synchronous teams. The webinar featured expert guidance and opinion from: Lenne Hendrickx, Senior Data Engineer at Sparkcentral Göran van Hese, SVP Product at Sparkcentral Allyson Boudousquie, Vice President Digital Markets & Product Strategy at Concentrix […]
WEBINAR REWIND: How & Why Leading Organisations Are Accelerating Their Automation Plans
Last week the experts at Ember Group hosted an essential webinar exploring how the COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands. In these unprecedented times the need to digitise your […]
Tune in for the final webinar of Sparkcentral’s Digital MasterClass 2020
You have one last chance to join Sparkcentral’s Digital Masterclass: Check in on Wednesday June 3rd for an interesting session about omni-channel communication in your Contact Center. Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team? Sign up […]
Upcoming Vendorcom events for cards & payments professionals – Register today!
If you’re in payments and interested to not only keep abreast of new developments, but also influence and drive positive change and innovation in the way that merchants take payments from consumers, don’t miss this series of essential events from Vendorcom. Vendorcom Europe is a multi-stakeholder business community that connects seekers, solvers and shapers in […]
Do you specialise in Artificial Intelligence 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 June we’re focusing on Artificial Intelligence 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 Artificial […]
Stay in touch at the Contact Centre Services Summit
During such challenging times it is key to stay up to date with the industry and source new solutions for every eventuality. The Contact Centre Services Summit can help you do this – 14th & 15th September at the Radisson Blu Hotel, London Stansted. Would you like to attend as our guest? You can enjoy this small, niche event and […]
Take the Contact Centres Briefing Industry Lockdown Survey today!
Here at Contact Centres Briefing we’re looking for the best ways to keep you connected with the industry during these difficult times, so we’ve created a short survey to gauge your views on lockdown working practices and the kind of virtual events you might be interested in attending – it’s all completely anonymous and will […]
LIVE WEBINAR: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How
Date: Thursday 14th May Time: 2 pm – 2.40 pm (UK BST) 9 am – 9.40 am (Canada EDT) Register Here Digitalising services and leveraging automation helps to provide a better customer self-service support, making it more efficient to reach goals and maintain quality as customers benefit from improved CX and reduced costs for less […]
Removing the friction from Customer Experience
By Simon Black, CEO, Awaken The world in which we now live and work is truly global and as such many companies need to communicate with customers across multiple languages. The inability to converse with customers in a common language presents barriers for many businesses. And while it may seem like a huge ask to address this need the technology now […]