Holiday Shopping CX: Navigating Strikes & Supply Chain Issues Martin Taylor, Co-Founder and Deputy CEO, Content…
Category: – Articles
Contact Centres Facing More NLP Challenges
Businesses facing more NLP challenges than expected in contact centres, reveals Odigo Natural Language Processing (NLP),…
Scaling Contact Centre Services to Reduce Call Waiting Times
Scaling contact centre services to reduce the length of call waiting times – Nikhil Bhatia –…
How Well Do You Understand Customer Intent?
How well do you understand customer intent? How well do you actually know your customers when…
Low-Code the Solution Insurance Industry Been Looking For?
Is low-code the solution the insurance industry has been looking for? James Lawrence, Director of Insurance,…
Corporate Culture Is More Than Time Spent At Water Cooler
Corporate Culture Is More Than Just Time Spent At The Water Cooler It’s now September 2022.…
Will Higher Energy Bills Have An Impact On Where We Work?
Will Higher Energy Bills Have An Impact On Where We Work? Sensee asks the question is…
The Globalisation of Contact Centres & Benefits Created
SVL Account Director Anne Holmes discusses the globalisation of the Contact Centre Industry and benefits of…
Brands Are Under Pressure to Differentiate via CX
Brands Are Under Pressure to Differentiate via CX – That’s Why the Convergence of Contact Centres,…
Voice needs to be Part of Digital CX – Not the Legacy Annoyance
Voice needs to be part of the digital CX – not the legacy annoyance – Article…
The Benefits of a Diverse Workforce in the Contact Centre
Three Key Benefits of Having a Diverse Workforce in the contact centre Following Pride Month and…
The Future is Omni-Channel in the Contact Centre
The Future is Omni-channel in the Contact Centre – SVL Account Director Debbie Bicker discusses the…
It’s all Change for Insurance Customer Experience in 2022
It’s all change for insurance CX in 2022: Customer-centricity must be ‘baked-in’ to all insurance operations…
How do you Improve the Contact Centre Agent Experience?
How to improve the contact centre agent experience? – Happy Agents= Happy Customers? Martin Taylor, Deputy…
3 Reasons your Contact Centre Agent’s Well-Being is Broken
3 Reasons your Contact Centre Agent’s Well-Being is Broken – Contact centre customer engagements tend to…
The Future of Communication in the Contact Centre
The Future of Communication in the Contact Centre How to improve the customer and employee experience…
Achieving work-life balance in the hybrid contact centre
Achieving work-life balance in the hybrid contact centre Hybrid working has become the norm for contact…
Digital Transformation Needs to Focus on more than just Digital
Why digital transformation needs to focus on more than just digital in the contact centre –…
Can Employers Address The Cost Of Living Crisis?
Can Employers Address The Cost Of Living Crisis By Asking Employees To Stay At Home? The…