Contact Centre Masterclass: How to Turn AI into ROI and loyal customers
Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings. But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today? Join this […]
WEBINAR REWIND: The future of AI in the contact centre
Don’t worry if you missed last week’s insightful webinar about the future of AI in the contact centre – You can now re-watch the entire session online. The in-depth discussion saw Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) explore the maturity of AI in the CX space, the key barriers to AI […]
WEBINAR: The future of AI in the contact centre
Tuesday, September 14, 2021, 10 a.m. BST Join talkdesk for a virtual discussion with Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) to explore the maturity of AI in the CX space, the key barriers to AI adoption, and the top predictions for the future of AI in the contact centre. Contact centres […]
WEBINAR REWIND: How AI is delivering a new generation of CX Analytics
Don’t worry if you missed TalkDesk’s recent webinar – You can now re-watch the entire session online! Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and […]
Do you specialise in Virtual Contact Centre solutions? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in July we’re focusing on Virtual Contact Centre 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 […]
Do you specialise in Artificial Intelligence solutions for contact centres? We want to hear from you!
Each month on Contact 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 […]
Analyst Report: AI Helps Align Agent Performance with Customer Expectations
By Abby Monaco, Senior Product Marketing Manager, NICE Using AI capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centres maximize agent performance, delight customers and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the […]
How Analytics Can Help You Deliver Superior Customer Service
Lauren Maschio, Product Marketing Manager, NICE Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point […]
Integration with existing business tools, the biggest blocker to improving Call Centre Operations
By Frédéric Durand (pictured), Founder & CEO Diabolocom In a live survey being run by Diabolocom, 67% of respondents have shared that the biggest barrier they for-see in 2021 to improving call centre operations is the need to integrate with existing business tools. When asked about their organisations planned investments for 2021, 80% indicated that they […]
How real-time feedback helps drive lasting change
By Lauren Maschio, Product Marketing Portfolio Manager, Enterprise WFO How to give people feedback, according to Harvard Business Review, is one of the hottest topics in business today. A key problem with feedback, Marcus Buckingham and Ashley Goodall wrote, is that people are “unreliable raters of other humans.” “This phenomenon is called the idiosyncratic rater effect, and […]