The World is Going Digital And There’s No Escape

The world is going digital. And there’s no escaping it. Disruptive times lay ahead. And for…

Consumers Increasingly Comfortable With Human-Mimicking Robots

Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research but…

Siri, How Can Voice Technology Transform my Contact Centre?

Siri, how can voice technology transform my contact centre? What will enterprise automation look like by…

Consumers Aren’t as Opposed to Bots as You Might Think

When it comes to getting the best customer service, new Genesys research shows 71% of consumers…

Steps to Accelerating Chatbot Benefits in Contact Centres

While previous generation virtual assistants were little more than front-ends to a knowledge base, today’s intelligent…

UK Companies Struggle to Support Digital Self Service

New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service Findings show a…

3 Steps to Deliver Contact Centre Transformation

The role of the contact centre is evolving at a rapid rate. As a result, the…

Tame the Social Media Monster in the Contact Centre

Social Media is the customer’s voice and your contact centre agents’ ears. But are you able…

Why have humans who sound like robots?

Emotional intelligence is a vital element to understanding customer needs, Colin Hay VP Sales at Puzzel,…

How to Use Assistive AI to Improve Call Centre Experience

How to Use Assistive AI to Improve the Call Centre Experience – Ian Firth, VP of…

Are digital communication channels calling for the end of the phone?

Are digital communication channels calling for the end of the phone?  Stephen Ball SVP & GM…

Digital Tools for Human Engagement in Contact Centres

Digital Tools for Human Engagement in Contact Centres by Steve Ellis, Partner, Leadership & Learning, TTEC…

Aspect Software: Complete a Survey and Win an Amazon Echo

Be in with a chance of winning an Amazon  Echo Dot just by completing an online…

Virtual Customer Assistants Will Dominate Contact Centre Industry by 2020

Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot…

Ready to Make Friends with Contact Centre Chatbots?

Making friends with Contact Centre Chatbots – It’s suggested that we make friends with Chatbots because…

Pindrop Announce Deep Voice Machine Learning Technology

Pindrop announces first-of-its-kind Deep Voice machine learning technology Pindrop releases Pindrop® Passport a new authentication system…

TeleTech – Be Positively Disruptive by Uniting Humans With Automation

Be Positively Disruptive by Uniting Humans With Automation – Iain Banks, VP, Client Partner for EMEA…

UK CX Worsening as Social Media Performance Slumps

UK customer experience worsening as social media performance slumps Eptica research finds top brands successfully answer…

Online Shopping Makes UK Consumers Happy

Online Shopping Makes UK Consumers Happy – 98% said they were satisfied with their most recent…

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