Sainsbury’s, M&S and more back Purple Tuesday customer service initiative
Sainsbury’s, M&S and Blakemore Retail are joining hundreds of other retailers today (12 November) to improve the customer experience for disabled people by supporting Purple Tuesday. Multiple shopping centres, including Bluewater and Intu, are also participating. Westfield is taking Purple Tuesday international with shopping centres in Germany, Czech Republic, Slovakia and Poland making commitments for better customer service for disabled people. New […]
Contact Centre Automation: Best Practices for 2020
By TTEC With the digitisation of contact centre operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care. However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to […]
WHITE PAPER: How AI Improves Customer Experience
By CallMiner Artificial intelligence is being used in many ways to improve customer experience, and innovative new use cases are emerging all the time. Enterprises must reimagine their operations, with automation and AI at the center of their strategy. This paper provides an overview of artificial intelligence, explains how AI fits into the spectrum of […]
17 years at the heart of the contact centre community – Here’s why
The Contact Centre & Customer Services Summit returns in 2020 – its 17th year of providing the sector with a unique event that brings the industry together for two focused days. The Summit takes place twice a year, with the 2020 events scheduled for:- 27 & 28 April – Radisson Blu Hotel, London Stansted 14 […]
SAVE THE DATE: Digital Customer Engagement Summit
After a huge successful debut the Digital Customer Engagement Summit will return in 2020! The Summit covers all areas of digital customer engagement – from AI applications to secure payment solutions; business intelligence solutions to self service; predictive routing technology to voice analytics technology. The next instalment will place on October 13th 2020 at the Hilton […]
Do you specialise in Display Boards 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 November we’re focussing on Display Board 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 Display […]
OpenText launches Core Experience Insights
OpenText has launched Core Experience Insights, a SaaS application that provides marketing leaders full visibility over their customer’s journey – from website interactions to email engagement, social media content and call center performance. Core Experience Insights is a SaaS application built on OpenText OT2, which tracks data from diverse sources, providing current and historical visualisations […]
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 […]