INDUSTRY SPOTLIGHT: Capgemini Odigo – Cloud Contact Centre & Digital Communications
Give your customers an all-channel experience… Higher customer expectations With the rise of web, mobile, social media and the Internet of Things (IoT), many companies are experiencing a dramatic increase in the number of customers points of contact. Companies need to properly manage their customers’ requests, claims and any type of contact that they would […]
Eight tips to minimise customer effort and maximise customer satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centers… All customers want is a quick and easy answer to their enquiries. It might sound simple but the two biggest annoyances for customers, which […]
INFOGRAPHIC: Behaviour change is broken
Change programmes don’t work. Even studies from those like McKinsey, who are in the change business, show 70% of change programmes fail to return any real benefit. The reasons for this are known – front line workers feel ‘done to’ & passively resist any change, & first line managers don’t model the desired behaviours, & […]
FREE DEMO: Leverage Your Data. Coach Your Team. Make Customers Happy
i2x is a real-time speech analytics and communication coaching solution for your sales or support team. Powered by artificial intelligence, i2x aims to optimize all customer conversations on the phone, leading to improved customer satisfaction, skilled agents and higher sales. Agents in sales are often the single point of personal contact for customers and therefore, […]
GUEST BLOG: Why contact centres are declaring war against bots
By Synthetix Managing a large group of loud personalities, having to forecast and plan resources tightly against projected inbound contact, meeting big targets and running countless meetings, if this sounds like your typical day, you must be in the profession of overseeing a contact centre. Finding time to think about and plan what needs to […]
INDUSTRY SPOTLIGHT: Capgemini Odigo – Delivering seamless customer engagements
We live in a world of innovation and a wealth of insights about our customers, the holy grail for many companies is to deliver frictionless engagements for customers but, this is proving to be an elusive end goal for many. With the realities of web, mobile, social media and the Internet of Things (IoT), companies […]
Join BA, Santander & The Hut Group at the Call Centre & Customer Services Summit
There have 65+ senior call centre and customer services professionals attending this autumn’s Call Centre & Customer Services Summit. It’s FREE to attend – would you like to join them? The Call Centre & Customer Services Summit is a unique two-day event that will give you the opportunity to meet new budget-saving suppliers, gain new […]
GUEST BLOG: Connecting customers with conversational Artificial Intelligence
Jonathan Sharp, Director, Britannic Technologies Artificial intelligence (AI) is not a new technology and has been around for a long time but Gartner is estimating that by 2022, 30% of customer service experiences will be handled by conversational agents. Companies need to develop strategies to harness the power of AI to digitally transform and automate […]
8×8 confirms general availability of X Series
Cloud comms specialist 8×8 has announced the general availability of its next-gen intelligent enterprise engagement system for customer and employee interactions, X Series. The solution is now available in the US and UK, with 8×8 asserting that it will help companies deploy a single cloud solution for voice, video conferencing, contact centre, team messaging and […]
Call Centre & Customer Services Summit – Secure your free place today
Your time is precious – and the Call Centre & Customer Services Summit is the solution to all your needs. Plus, you can attend the leading event for the customer care industry completely free of charge. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service […]