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 […]
Contact Centre & Customer Services Summit host unveils the business networking solution for the ‘new normal’
Forum Events & Media Group, organiser of B2B events including the Contact Centre & Customer Services Summit and Digital Customer Experience Summit, has successfully held its first virtual networking events – with over 550 individual meetings taking place within the security industry over the course of two days via virtual events. With live events unable […]
WEBINAR REWIND: How Leading Organisations are Embracing the GigCX Revolution
Don’t worry if you missed last week’s fantastic Ember Group webinar ‘Leading Organisations are Embracing the GigCX Revolution – Learn Why and How’ – You can now watch it again in full. Seasonal peak demands and disruptions such as COVID-19 pandemic has further exposed the vulnerability of the traditional contact-centres with their business model being […]
ECCCSAs: 20 years in the making
It’s 20 years since the first edition of the European Contact Centre and Customer Service Awards was launched. The industry was in its relative infancy and the awards evening was a comparatively small affair. These days the awards are not only the longest running in the European customer contact industry but they are the largest […]
Vonage expands Contact Centre solution with ServiceNow integration
Vonage has announced the expansion of its Vonage Contact Center capabilities to include seamless integration with ServiceNow, the leading digital workflow company. Vonage Contact Center for ServiceNow enables businesses with contact centres that rely on customised agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Now more than ever, organisations are […]