CXone AI updates unveiled by NICE
NICE inContact has confirmed the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact centre. CXone’s new AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer […]
Network your way to success at the Digital Customer Engagement Summit
Join an exclusive gathering of the UK’s leading customer care professionals at the Digital Customer Engagement Summit this October. This is a bespoke and highly-targeted event created specifically for senior customer service professionals like you. It is entirely FREE for you to attend. Simply register your place here. When: 15 October 2019 Where: Hilton Canary […]
SAVE THE DATE: Call Centre & Customer Services Summit
The next Call Centre & Customer Services Summit will take place on September 16th & 17th in Manchester – Secure your place today! This unique event, the second of 2019, will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series […]
Do you specialise in Social Media for customer care? 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 May we’re focussing on Social Media 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 Social […]
Giosg Interaction Designer makes it easy for everyone to build and publish interactive content
Online customer engagement software provider Giosg introduces Interaction Designer, a new tool that enables companies to easily create and publish interactive content without coding. Users can build different interactive elements to engage and reach out to their website visitors or customers. “In such a dynamic and fast-paced world in order to succeed, businesses should be […]
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations… In the past, workforce planning was often managed by local teams out in the field. However, […]
INDUSTRY SPOTLIGHT: SmartScribe
Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how. SmartScribe® from Fusion. Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go. Use your call and […]
Introducing ERROL – The fun way to embed Learning & Knowledge
Ember Real Results Online Learning Platform (Errol Owl) is a unique tool designed to increase the effectiveness of your learning solutions. It provides an easy and enjoyable way to follow up on learning and help identify further knowledge gaps that can be plugged by further learning or through coaching… For more information, visit: https://www.emberrealresults.com/our-solutions/learning-retention/errol/
Digital Customer Engagement Summit – Everything you need to know
Are you free on October 15th? Join us at the Digital Customer Engagement Summit. This is a bespoke and highly-targeted event created specifically for senior customer service professionals like you. It is entirely FREE for you to attend. Simply register your place here. When: 15 October 2019 Where: Hilton Canary Wharf, London Format: Corporate ‘speed-dating’. […]
The countdown is on… last 2 free VIP tickets for the Call Centre & Customer Services Summit
Time is running out for you to reserve a free place at this month’s Call Centre & Customer Services Summit. Taking place on April 29th & 30th at the Radisson Blu Hotel, London Stansted, it will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard […]