ROI Calculator – Measuring the impact of proactive and reactive call deflection
By IMImobile IMImobile’s new ROI Calculator helps businesses estimate potential cost savings for their contact centre operations with proactive and reactive call deflection tactics. As the world prepares itself for a new normal, it has become evident that digital communication channels are crucial for businesses now and for the future. Customers and businesses alike have witnessed how […]
It’s time to stop talking about AI in the contact centre
The coronavirus pandemic has changed the way that consumers engage with brands. Lockdown has birthed a new era of digital communication, in which customers expect to interact with companies over the channel of their choice, and receive the same unrivalled service that they do from leading online giants. How can organisations ensure that they deliver […]
Thank you for responding in a crisis
By the European Contact Centre and Customer Service Awards 2020 has seen a phenomenon that the world would never want to experience again. The coronavirus pandemic ripped through every country. Never has our industry seen so many people respond so quickly to a crisis. The customer contact industry demonstrated just how agile and reactive it […]
WHITEPAPER: The best call deflection tactics to reduce calls into the contact centre
IMImobile’s new white paper looks at how digital messaging channels enable proactive and reactive call deflection to reduce call volumes and improve customer satisfaction. For any customer, “we are experiencing a higher than normal call volume” is a phrase that causes frustration. It tells them they face a lengthy wait to have their questions answered […]
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 […]