Using tech for good: Building trust in customer communications

Using tech for good: Building trust in customer communications – Martin Brown, CCO at customer service…

Agent Empowerment is key to achieving CX Excellence

Why contact centre agent empowerment is key to achieving customer service excellence Agent empowerment is vital…

How AI is Revolutionising the Customer Experience Journey

How AI is Revolutionising the Customer Experience Journey in the contact centre – Kevin McGachy, Head…

2024: A Year of Experimentation in the Contact Centre Industry

2024 Vision: A Year of Experimentation, Data Insights, and Cloud Challenges in the Contact Centre Industry…

Optimising & Automating with Call Intent: Key to an Optimal CX

Optimising and automating with call intent: the key to an optimal customer experience To deliver a…

Compassion, the beating heart of contact centres

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Using Data to Drive your Wellbeing strategy – Sabio Group

Using data to drive your wellbeing strategy – Phoebe Asquith – Research Psychologist & Senior Business…

1 in 5 Contact Centre Agents Supported by AI, Robotics & Chatbot

Only two in five contact centre agents are supported by AI, robotics or chatbots, says CCA…

Are Contact Centres Missing Out on Tasty Customer Data?

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Is it the End of Cold Calling from Contact Centres?

Is it the end of the cold call? – PPI claims, home insulation, car accidents that…

Contact Centres Could Be Heading for Own HGV Driver Crisis

Why the contact centre industry could be heading for its own HGV driver crisis – Ben…

Hybrid Working Is Changing the Contact Centre Forever

How Hybrid Working Is Changing The Role Of The Customer Service Team Leader Forever – Natalie…

Contact centres: Always on, always available

Contact centres: Always on, always available – The only constant in any industry is change. In…

The customer contact revolution – new models

The customer contact revolution – new models – Graham Ede, CEO, Neoswave Many, if not most,…

Contact Centre Music on Hold That Transcends Borders

Contact Centre Music on Hold That Transcends Borders – Around the globe, Classical music is top…

Banking CX Predictions in the Contact Centre 2020

Banking Customer Experience (CX) Predictions in the contact centre 2020 – John Ing, Principal Operations Lead…

Human Automation In Contact Centres – What’s New?

The newest feature of Teleopti WFM is Self-Scheduling, and it is a perfect example of Human…

Why 2020 is set to change the contact centre forever

Why 2020 is set to change the contact centre forever As the IT industry is ever…

UK Supervisors Spend Half Working Day on Meetings & Admin

Supervisors in the UK spend more than half their working day on meetings and admin…leaving little…

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