Do you know what’s missing from your CX strategy?
By Genesys Our team here at Genesys have been hard at work creating a digital consultancy solution focused on Omnichannel Contact Centre. This is in the form of an online self-assessment that will enable you to benchmark against industry standards, identify relevant use cases, and define your CX strategy roadmap. We’d like to invite you […]
WHITE PAPER: Video in the contact center – How to future-proof your CX
By Vonage Putting your customers first by serving them on their channel of choice can be challenging and complex for both your business and agents. Adding video to the mix can take that to the next level. Adrian Swinscoe, best-selling author and Forbes contributor, outlines these challenges and provides industry-specific use cases in his new […]
Agile Queue Management – How to manage queues more effectively
By Kirsty Ferguson, Enterprise Engagement Lead, Premier CX N.B. This article was originally published in The Good CX Guide, an e-book on the topic of caller experience best practice. To download the guide, packed with practical advice for contact centre professionals, please click here. In most articles I have read about managing call queues, one piece of advice […]
Empower Agents to Deliver Exceptional Experiences
By Medallia Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Get visibility into agent performance, identify coaching opportunities, and streamline your QA program with Stella Connect by Medallia. Start using the CX management tool your team actually likes, today. Click here to find out more.
Thinking of Transforming your CX Strategy?
By Foehn At Foehn we work with our clients to deliver world-class CX strategies through the delivery of agile, digital, cloud-based solutions such as Genesys Cloud. We have helped many companies enhance their customer experience through our implementations, allowing them to use digital channels, CSAT tools, Workforce Management and Gamification to improve both the customer […]
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
By Content Guru In the contact centre industry, looking backwards can often give us a clear indicator of what lies ahead. 2020 brought with it both personal and professional challenges no one could have predicted. However, the coronavirus crisis marked a clear turning point for the contact centre – one that has laid the foundations […]
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 […]
Customer experience management market to hit $21.8bn
The global customer experience management market is projected to reach revenue of $21.86 billion by 2027, equivalent to a CAGR of 13%. That’s according to data from Fortune Business Insights, which cites the heightened importance of enhancing customer experience (CX) amid the COVID-19 pandemic. The report asserts that with millions of people worldwide confined to their […]
WEBINAR: Fast Track Your 2021 CX Service Strategy
Extraordinary times demand original responses. To help you prepare for the next phase of customer service evolution and deliver outstanding CX throughout 2021, Puzzel and customer strategy expert, Martin Hill-Wilson have developed Being Ready, a handy planning framework for contact centre leaders. Join Puzzel’s webinar tomorrow to learn more about the framework and receive your free e-book and templates. […]
The five common Contact Centre issues that can lead to losing customers
By Jabra Here’s the bad news: there are five issues common to Contact Centres that could cause you to lose 9 out of 10 customers. However, the good news is that once these issues are addressed you can make your top performing agents almost twice as productive as their least industrious counterparts – which will […]
