Digital Transformation in the Contact Centre – Nigel Dunn Jabra
Digital transformation in the contact centre – Nigel Dunn, Managing Director, Jabra EMEA North What drives change in an organisation? Sometimes it’s external factors that…
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OmniChannel Management in the Contact Centre
What Can OmniChannel Contact Management Do For Me? Amy Booth, Marketing Assistant at Ultracomms explains, jargon free, what Onmichannel Contact management in the contact centre…
Contact Centres Occupying Space in Business Parks
Death of the High Street? Why More Contact Centres are Occupying Office Space in Business Parks By Phil Sugden, director at flexible workspace provider, Portal…
Integrating New channels With Legacy Systems A Challenge
92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving CX 87% of CIOs say they find it a…
How Collaboration Tools are Transforming Customer Service
“Bringing People Together” – How Microsoft Teams and Other Collaboration Tools are Transforming Customer Service in the contact centre by Alex Black, Chief Technology Officer,…
Generation Z More Likely To Want Personal Advice
Generation Z are more likely to want personal advice according to a report from Target Group Generation Z is the cohort most likely to seek…
Taking Payments in Your Contact Centre? Important Changes
Taking payments? Get ready for changes to the European Payment Services Directive. The rules for accepting payments in Europe are changing. The European Payment Services…
Data is everything in the new era of customer service
Data is everything in the new era of customer service – Patrik Vesterberg of Teleopti explores the value of WFM data to drive effective CX…
Leaders Lacking Strategic Approach To Productivity
Business leaders lacking strategic approach to measuring and improving productivity, Jabra research reveals – CEOs and C-Suite at odds over who’s responsible for measuring productivity…
Questions Every Contact Centre Needs to Ask
Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say…
Why Kaizen and Contact Centres are Perfect Partners
Why Kaizen™ and contact centres are perfect partners – Five ways to eliminate waste and re-energise your contact centre Colin Hay, VP Sales at Puzzel,…
Channel Shift: Customers like it only on their Terms!
Channel shift: customers like it, but only on their own terms! Stephen Ball, Senior VP Europe & Africa at Aspect Most customer-focused businesses are aware…
You Must Engage Your Contact Centre Agents – Fact!
Before You Can Engage Your Customers… You Must Engage Your Contact Centre Agents Contact centre agents are the ambassadors of your business, and their state…
Why Collaboration is Key for the Contact Centre
“Don’t Believe the Hype” – Why Collaboration is Key for the Contact Centre Gary Bennett, Channel Sales Director, UK & Ireland, Enghouse Interactive Vendors and…
Calls Show Why Consumers Prefer Contact Centre Agents
Ten Heart-Warming Calls Show Why Consumers Prefer Human Contact Centre Agents over Bots Leading customer experience provider Webhelp asked 8,000 contact centre employees to share…
Five Reasons to take a look at Speech Analytics
Five reasons to take a look at Speech Analytics – Andrew Robinson, Ultracomms The use of Speech Analytics in the modern contact centre is on…
Customers Ready for Channel Shift Only On Their Terms
Customers are ready for channel shift, but only on their own terms, says Aspect Software research Acceptance of new communication methods is high, but businesses…
Does Digital Really Exist Or is it about the CX?
Digital transformation is the latest trend that every organisation, in every sector, wants a piece of. In the customer management industry in particular, ‘digital innovation’,…
Machines Are Great, Contact Centre Agents Are Better
Machines Are Great But Contact Centre Agents Are Better suggests Patrick Russell, Product Innovation Marketing Manager at Talkdesk. The promised potential of machines, machine learning,…