When AI goes Awry; 5 Contact Centre Transformation Mistakes to Avoid
When AI goes awry; five contact centre transformation mistakes to avoid Jonathan Rosenberg, CTO and Head of AI at Five9…
Articles
Ways to Connect with Employees in World of Remote & Hybrid Work
Five ways to connect with employees in the world of remote and hybrid work Blend new technologies with tried and…
Case Studies
ScS Choose SVL & NICE to Drive New Era of Omni-Channel CX
ScS choose SVL and NICE CX One to drive a new era of omni-channel customer experience. UK home furnishing retailer…
Contact Centre Tips
When AI goes Awry; 5 Contact Centre Transformation Mistakes to Avoid
When AI goes awry; five contact centre transformation mistakes to avoid Jonathan Rosenberg, CTO and Head of AI at Five9…
COVID-19
Shifting Sands of Customer Contact in a Post-Pandemic World
The shifting sands of customer contact in a post-pandemic world – In response to the shift in people’s working habits…
Events
Is The Misalignment of CX priorities Driving You Round The Bend?
Is the misalignment of CX priorities driving you round the bend? Join IPI for world-class driving and discussion – Thursday…
PCI/DSS – GDPR
Contact Centre White Paper: How to Prepare for PCI DSS v4.0
Contact Centre White Paper: How to Prepare for PCI DSS v4.0 – Download the Free White Paper from CardEasy The…
Recruitment
Quantanite Expand Leadership Team further with New CCO
Customer Experience Solutions and Outsourcing – Experts, Quantanite, expand Leadership Team further with new CCO Quantanite, a customer experience (CX)…
Social Media/Digital
The ‘Gold Standard’ of CX is more than a Digital Journey
The Great Digital Shift: Why the new ‘gold standard’ of customer experience is more than just a digital journey Global…
Training
The Ultimate Contact Centre Training Guide – Download NOW
The ultimate contact centre training guide -72% of contact centre agents say they need better training to do their jobs…
Awards
UK National Contact Centre Awards Winners Announced
UK National Contact Centre Awards winners announced to biggest audience ever On Monday night the winners of the UK National…
Cloud
Calabrio Paves Way for SA’s Cloud Contact Centre WFO Journey
Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch As Calabrio deploys…
Customer Service/Experience
3 in 4 Consumers Walk away if Customer Service is Poor
“Tired of waiting” – Three in four consumers ready to walk away if customer service is poor Enghouse Interactive Survey…
Downloads
What do customers really think about Contact Centres today?
What do customers really think about contact centre services today? The Call Centre Management Association (CCMA), supported for the second…
Outsource
Journeycall Contact Centre Secures TfL Contracts
Journeycall, an Arbroath based outsource contact centre, has won three outsource contract extensions with Transport for London (TfL). The extensions…
Products
CallMiner Introduce Workforce Intelligence to Elevate Agent Experience
CallMiner Introduces Combined Workforce Intelligence Capabilities to Elevate Contact Centre Agent Experience and Drive Improved Customer Outcomes New and expanded…
Reports/Surveys
Half of UK Plagued by Increased Cold Calling from Contact Centres
Almost half of UK plagued by increased cold calling from contact centres according to survey from Ringover – 45 per…
Artificial Intelligence
AI Solution Empowers Contact Centres to Predict Future Outcomes
New AI solution from Netcall empowers organisations and contact centres to predict future outcomes and automate decision-making Netcall’s Liberty AI…
WhitePapers
White Paper on Convergence of Customer Engagement Technologies
Sabio Group Unveils New White Paper on the Convergence of Customer Engagement Technologies » Newly released insight discusses how the…