Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call…
Category: – Company Info
KPIs or CX: Redefining Contact Centre Success’
KPIs or CX: Redefining Contact Centre Success’ by Gary Bennett, VP UKI/MEA/Northern Europe at Enghouse Interactive…
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How…
Artificial intelligence’s time is now for the Contact Centre
Artificial intelligence’s time is now for the Contact Centre – By Richard Billington, Chief Technology Officer…
Brands Are Under Pressure to Differentiate via CX
Brands Are Under Pressure to Differentiate via CX – That’s Why the Convergence of Contact Centres,…
Brits don’t think Utilities Companies Have Their Best Interests at Heart
35.7 million Brits don’t think utilities companies have their best interests at heart Less than one…
Omningage Connect and Chatbots – doing more with a lot less
Omningage Connect and Chatbots – doing more with a lot less in your contact centre as…
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…
Content Guru in Magic Quadrant for Contact Centre as a Service
Content Guru Listed in 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service Content Guru…
More than 4 in 5 calls to 999 are not life-threatening
More than 4 in 5 calls to 999 are not life-threatening, say almost half of NHS…
Medallia acquires Mindful, Leader in Contact Centre Callback Technology
Medallia acquires Mindful, the global leader in contact centre callback technology Medallia, the global leader in…
How to Create Impeccable Experiences in your Contact Centre
How to Create Impeccable Experiences in your Contact Centre with Virtual Agents Five9 Event – September…
Contact Centres Have Increased Focus on Agent Experience
Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and…
Bring on the Contact Centre Bots says Omningage!
Bring on the Contact Centre bots says Omningage! – Out with the IVR, in with the…
Managing Workforce Engagement in a Hybrid Contact Centre
Managing workforce engagement in a hybrid contact centre – Craig Farley, Head of Consulting IPI explains…
FourNet’s ANTENNA Goes Mobile – Hybrid-working era
FourNet’s ANTENNA goes mobile – Hybrid-working era mobile service supports fast deployment, compliance and mobile devices…
How Can Contact Centres Improve the Health of Agents?
ContactBabel is working with University researchers and industry partners to discover what UK contact centres are…
The many faces of Customer Satisfaction in the contact centre
The many faces of Customer Satisfaction (CSAT) in the contact centre – Omningage Customer Satisfaction (CSAT)…
How do you Improve the Contact Centre Agent Experience?
How to improve the contact centre agent experience? – Happy Agents= Happy Customers? Martin Taylor, Deputy…