3 Strategies to Connect the Experience – Get the QuandaGo eBook
Looking for insights on how to take your customer engagement to the next level? Get strategic guidance on how to connect the experience for your customers, agents and company with QuandaGo—The Connected Experience Platform. See the common causes of today’s CX disconnect, and how to overcome them by bringing your customer interactions, company knowledge and business […]
TTEC Europe wins Business Improvement Strategy Award at the 2019 Contact Centre Network Northern Ireland (CCNNI) Awards
TTEC’s Belfast contact centre were winners of the “Business Improvement Strategy” award, as well as being named a finalist for “People Engagement” at the recent 2019 Contact Centre Network Northern Ireland (CCNNI) Awards. In the last 12 months, TTEC Belfast has undergone a huge transformation to better engage employees and provide their customers clients with […]
CASE STUDY: Jabra Engage 50 and Twilio Flex take customer service at Moneypenny to the next level
In the latest instalment of our Case Studies series, we look at some of the massive benefits that the Jabra Engage 50 and Twilio Flex has provided Moneypenny, a customer service business that handles 15m calls and chats annually on behalf of clients… Moneypenny wanted to move from desk phones to softphones using Twilio Flex, an […]
REGISTRATION OPEN: Contact Centre & Customer Services Summit
Following the success of last month’s event, we are preparing for another successful year of events ahead and… we are bringing you a new name! Contact Centre & Customer Services Summit takes place on April 27th & 28th 2020 at the Radisson Blu Hotel, London Stansted and registration is open now for you to reserve a complimentary […]
Majority of UK workforce lacks basic cyber security training
Seventy-seven per cent of UK workers admit that they have never received any form of training cyber skills training from their employer. That’s according to a study from Centrify and comes during the European Union’s CyberSecMonth, which is designed to raise awareness of cybersecurity threats, promote cybersecurity among citizens and organisations; and provide resources to protect themselves […]
Blended human and digital customer service tops investment focus for retailers
Capabilities that bridge the online/offline customer experience gap prove a key investment focus for UK retailers over the next two years. That’s according to the latest report from iAdvize, which polled 50 senior UK retailers in its ‘Blueprint For The New Digital Store Associate In The Age Of Conversational Commerce’ report. It says that with 40% of UK shoppers […]
Brits ‘divided’ on AI Virtual Assistant security
British consumers are deeply divided in their opinion of using virtual assistants via a smart device, with a lack of trust and security fears being the main issues. That’s according to research from Maintel, in which data protection was cited as a key concern of consumers, with almost half (47%) of them saying that they are unwilling to use […]
Goodbye. And hello! Contact Centre & Customer Services Summit
We’ve just closed the doors on another super successful Contact Centre & Customer Services Summit and already we’re making plans for our first 2020 event. It takes place on April 27th & 28th 2020 at the Radisson Blu Hotel, London Stansted and registration is open now for you to reserve a complimentary guest place. Talk face-to-face with […]
eTailing Summit: Get ahead in eCommerce
Would you like to join us at the eTailing Summit as our guest? It could be the best day you spend out of the office next year. 11 February 2020 – Hilton London Canary Wharf This guest pass will give you the opportunity to meet with suppliers based on your own unique requirements, attend a series of […]
Artificial Intelligence: friend or foe? Seven ways to turn your agents into superheroes
Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman, Commercial Director of EBI.AI, explores 7 ways to turn your contact centre agents into superheroes using conversational AI. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives it’s time to […]