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 […]
INDUSTRY SPOTLIGHT: Altitude Software omnichannel solutions
Altitude Software is a global provider of omnichannel solutions that unify all customer interactions whilst providing an exceptional customer and agent experience. Altitude Xperience is a complete omnichannel cloud contact centre service that powers more effective and efficient multimedia communication between your organisation and your customers, and is applicable to all industries who focus on customer […]
INDUSTRY SPOTLIGHT: eGain customer engagement solutions
By eGain eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit http://www.egain.com.
NICE CX Excellence Awards 2020 – Winners revealed
NICE has announced the winners of its CX Excellence Awards 2020, with inning organisations honoured for leveraging innovation to drive exceptional customer and employee experiences and improve the bottom line. The 16 award winners across five categories will be recognised at Interactions Live, NICE’s first-ever virtual conference highlighting the path to uncompromising customer service via […]
Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]
Everything you should know about customer experience mapping
By Simon Black, CEO, Awaken Intelligence Having the right people, the right tools and adding in the right approach is all part of the mix in creating the right level of service for your customers. But how do you know what they really want at different stages of their journey with your brand and how […]
Removing the friction from Customer Experience
By Simon Black, CEO, Awaken The world in which we now live and work is truly global and as such many companies need to communicate with customers across multiple languages. The inability to converse with customers in a common language presents barriers for many businesses. And while it may seem like a huge ask to address this need the technology now […]
Connect ESAT to CSAT in Times of Crisis: NICE introduces WEM@home
At a time when human connections matter most, are your frontline employees empowered to perform, and inspired to care? Are you doing all you can to keep your agents engaged and motivated? Now, more than ever, every moment in the customer journey matters. The COVID-19 crisis has evolved to render face-to-face touchpoints less frequent, thereby […]
Using Artificial Intelligence to build a great future for CX
AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman, Commercial Director at EBI.AI, says it pays to tread with caution, despite all the success stories and shares his top 3 Tips for before you begin… No longer confined to the realms of science […]
Dynamic FAQs improve customer experience and reduce customer contact
By ContactOne Today’s web users are increasingly relying on the Internet as a prime source of information and are more likely to use FAQ based solutions for answers. On the plus side this trend can be leveraged to reduce the propensity for on-line visitors to contact Agents. The flip side of this is that the […]