Top Employees: Hold on to what you’ve got
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an…
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NICE inContact CXone AI Self-Service Solution Helps TechStyle
IFS-mplsystems’ Enhancements to intelligentResponse
SVL: The Case for Speech Analytics in the SME
Why have humans who sound like robots?
Flexible, cloud-based solutions key to workforce optimisation
Lack of Clarity Hampers Strong Customer Authentication
ECCCSA 2018 Finalists Announced as Tickets Go On Sale
Contact Centre Outsourcer Ventrica Expands Second Site
Turn your Contact Centre into a Customer Engagement Centre
Your customers’ experience has never been more important and levering intelligent contact centre technology can ensure optimum customer AND agent…
Gig Economy on the Rise: What’s the effect on Agents?
Gig economy on the rise: customer service agents show strong interest working as on-demand agents • Aspect Agent Experience Index…
Traditional Wireless Technology is a Waste of Space
When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s exactly what’s happening in…
What customers want (What they really really want….)
Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to the customer experience you…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently. If you’re a contact…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares…
SVL Business: PULL OVER – We’re the Real-time Police!
I started my career in resource planning, not quite at the time when you had to use string and a…
Genesys Integration with Google Cloud Contact Centre AI
Genesys has announced its partnership to integrate with Google Cloud’s new Contact Centre AI solution. The integration enables brands to…
eBook: 7 Challenges Contact Centres Face Today
An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers face nowadays range from…
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…