Putting your contact centre staff first in 2022 – Craig Farley, Head of Consulting at IPI…
Category: Editorial Category
Maximising Limited Intelligence against Abundant AI
Customer Experience: Maximising our limited intelligence against the abundant intelligence of AI within the contact centre…
New NHS 24 Contact Centre Opens in Dundee
A new NHS 24 contact centre has opened in Dundee – allowing the service to help…
Three-quarters of Contact Centre Agents Facing Imminent Burnout
Three-quarters of Contact Centre Agents facing imminent burnout MaxContact calls on the industry to make 2022…
CX Preferences Vs Contact Centre Strategies
International survey probes the future of customer service and considers consumer preferences versus contact centre strategies…
The Face of Customer Service has Changed Forever
SuperAgent – How the Face of Customer Service has Changed Forever according to Natalie Calvert, Founder…
Eckoh Acquires Syntec To Enhance Contact Centre Offerings
Eckoh acquires Syntec for £31m to enhance its product offering, extend patented IP and accelerate Cloud…
The Smart Approach to Resolving Complexity in Contact Centres
The Smart Approach to Resolving Complexity in Contact Centres – Ross Daniels at Calabrio argues the…
Contact Centre Trends Powering CX Transformation
From reactive to revolutionary: The top five trends powering CX transformation in 2022 Richard Farrell, CIO…
NICE Market Share Leader in Workforce Optimisation
NICE Named Market Share Leader in Workforce Optimisation – DMG Consulting’s in-depth analysis reveals NICE is…
Are you tracking Customer Intent? Build Rich Insights
Are you tracking Customer Intent? Here’s how you can build rich insights that will help support…
Boost Your Staff Skills to Improve Customer Experiences
Webinar: Performance Management: Boost your Staff Skills to Improve Customer Experiences How can you use performance…
Blog: It’s all about Customer Service & Recommendations
Companies and retailers rely on the level of customer service which they provide, brand image and…
Why Agent Desktop Strategy is More Critical to CX Success
Why your contact centre Agent Desktop Strategy is becoming more and more Critical to CX Success…
Contact Centre Attrition Risks if Resignations Start
Contact Centre attrition levels are at risk of spiralling if the ‘Great Resignation’ starts to really…
Facing the New Perfect Storm. Stabilising your Digital Contact Centre
Facing the new perfect storm – Stabilising your digital contact centre – Having weathered the disruption…
NICE Announces New AI-Powered Robotic Process Automation
NICE Announces New AI-Powered Robotic Process Automation, Accelerating contact centres ’ Digital-First CX Strategy New capabilities…
CallMiner Win Contact Centre Automation Solution Award
CallMiner Named Automation Contact Centre Solution of the Year at CCW Excellence Awards The CallMiner Conversation…
3 Ways to Win the Contact Centre Technology Tug-of-War
3 ways to win the contact centre technology tug-of-war – In a digital-first era, how do…