Tell us about your contact centre systems; are they disparate or seamlessly integrated?
By Seth Millis, Aspect By some estimates, 91% of IT staff time is spent on software maintenance. This doesn’t leave very much time for innovation. Over time, systems that (at the time) would never need to communicate, suddenly find themselves reliant upon each other. While originally specialisation and customisation may have driven software architecture, integration is rapidly becoming the primary feature of any […]
Do you specialise in Call Centre Technologies? 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 March we’re focusing on Call Centre Technologies. 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 Call […]
Brexit ‘to widen tech gap between agile businesses and those that will struggle’
British business leaders do not believe their companies are fully up to speed with developing technologies – with only around half (53%) saying they are fully utilising their technology advantage to win business, run efficient systems and attract the best talent, according to research from ThoughtWorks. With businesses concerned about how Brexit could have an […]
Tech set to ease CX frustrations in 2020
Three key issues – taking advantage of Conversational User Interfaces, ensuring effective customer Journey Analytics, and addressing the impact of Peak Voice with augmented solutions – will become even more critical in 2020 if brands are to become more consistent in delivering brilliant customer experiences, says Sabio Group’s Chief Innovation Officer, Stuart Dorman… More and more […]
Top 3 predictions for contact centres in 2020
Rapid change in the contact industry may seem overwhelming but a great place to start 2020 is with people, partners and technology. That’s the message from Puzzel‘s Thomas Rødseth as we welcome in a new decade… With so much happening in the contact centre world, the thought of planning ahead can be daunting and 2019 […]
GUEST BLOG: It’s not the technology – It’s the content!
By Suzy Hyatt, Adexchange Investing in new Contact Centre technology is essential – but if our customers struggle to use this technology, getting a return on investment can be difficult… So how do we make sure we get the most out of our technology? The simple answer is Content. Assuming the technology we’ve put in […]
Complex customer issues number one challenge for contact centre employees
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. And 60 per cent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. The report, The Health […]
Senior business leaders holding back on adopting new technology…
New research carried out by 8×8 and the Institute of Directors (IoD) has exposed a rift between attitudes of company directors and IT managers when it comes to embracing new technology. Comparing the views of mid-level ‘hands-on’ IT managers with senior directors across more than 260 UK businesses, the research found 45 per cent of […]
Inisoft: Happy Agents = Happy Customers…
Now more than ever, people are the most important asset in the contact centre. Technology has advanced to the point that most simple issues can be resolved digitally, without an employee’s involvement. However, this means that when a customer does need to speak with an agent, issues are highly complex, and customers are often more frustrated […]
Guest Blog, Darryl Beckford: Merging the new with the old – disruptive technologies for contact excellence…
Customer expectations have never been higher, and the contact centre has been heavily affected by the rising ‘bar’ for contemporary customer experience, fuelled by rapidly evolving consumer technologies. But in reality, many struggle to reconcile antiquated operations with strategic digital ambitions. The danger is that without improving the customer experience and breadth of service available […]
