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 Global and HGS UK…
Articles
Are Contact Centres Missing Out on Tasty Customer Data?
Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data? Contact centres are giant candy…
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 never happened — the…
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 Booth, CEO of MaxContact,…
Hybrid Working Is Changing the Contact Centre Forever
How Hybrid Working Is Changing The Role Of The Customer Service Team Leader Forever – Natalie Calvert, Founder, CX High…
Contact centres: Always on, always available
Contact centres: Always on, always available – The only constant in any industry is change. In the technology and communications…
The customer contact revolution – new models
The customer contact revolution – new models – Graham Ede, CEO, Neoswave Many, if not most, organisations have now invested…
Contact Centre Music on Hold That Transcends Borders
Contact Centre Music on Hold That Transcends Borders – Around the globe, Classical music is top choice to soothe customer…
Banking CX Predictions in the Contact Centre 2020
Banking Customer Experience (CX) Predictions in the contact centre 2020 – John Ing, Principal Operations Lead for CX at IT…
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 Automation It’s time to…
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 changing and evolving, predicting…
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 time to manage performance…
Flexible Working – How Contact Centres Can Benefit
The Onward March to Flexible Working – How Contact Centres Can Benefit by Jeremy Payne, VP of Product Marketing, Enghouse…
Solving the Puzzle of the Call Recording Maze
Solving the Puzzle of the Call Recording Maze Richard Mill from Business Systems looks at how EIM (Enterprise Information Management)…
What are the 5 Top Contact Centre Trends of 2019?
The 5 Top Contact Centre Trends in 2019 Todd Carthothers, VP of Sales & Marketing from CounterPath The contact centre…
Can Good Customer Service Ever Be Scripted?
Contact Centre scripting isn’t the most talked about customer service topic, nor the most alluring, but it does play a…
5G will Transform CX and Role of Contact Centre Agents
The Human Benefit of 5G – How 5G will transform the customer experience and the role of the contact centre…
Outdated Contact Centre Tech Holding Businesses Back
Stuck on hold – Outdated contact centre tech is holding businesses back Guy Tweedale, Regional VP, Rocket Software discusses A…
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…