U-WFM Announce Next Generation of Cloud WFM for Contact Centres
U-WFM announces the Next Generation of Cloud Workforce Management for Contact Centres Powerful, easy-to-use and affordable – realise the benefits…
Contact Centre
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift from their employer at…
Creating a User-Friendly IVR System in Your Contact Centre
IVR systems can be a blessing or a curse for customers in a hurry. A great system can help customers…
10 Keys to PCI Compliance in the Contact Centre
10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your…
Midsize Contact Centres in Transition – Global Research
Midsize Contact Centre in Transition: 5 Key Takeaways from IDC Research Earlier this year, Genesys commissioned IDC to conduct original…
Global Study Reveals Digital Channel Use Gaining Ground
NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet) CX…
Maintaining a Positive Culture in the Contact Centre
Power to the People! – Maintaining a positive culture in the Contact Centre Magnus Geverts of Teleopti shares valuable in…
Contact Centres Should Stop Targeting Agents on NPS
The common challenge we see within the contact centre is that agents are being targeted directly on an NPS score….
The Future Contact Centre – Face and Voice Recognition
Facing up to the future contact centre – Face and voice recognition – Suzette Bouzane Meadows, Director of Contact KCOM…
Ultracomms Showcase Payment Technology at Congress
Ultracomms to showcase innovative secure payment technology at Total Telecom Congress Ultracomms will be attending the Total Telecom Congress to…
Is It Time That Your Contact Centre IVR Grew Up?
Is it time your Contact Centre IVR grew up? Is your contact centre’s IVR still in short trousers when all…
npower to use Apple Business Chat for Contact Centre Agents
IMImobile announces npower as first Apple Business Chat client in the UK – npower to use Apple Business Chat for…
Jabra to Exhibit at Microsoft Future Decoded 2018
Jabra to exhibit at Microsoft Future Decoded 2018 – Visit the Jabra stand to find out more about the Jabra…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a vital part of communication….
What’s Happening with AI in the Contact Centre?
Visit any typical contact centre today and one thing is constant: the sheer number of people involved. Visit any modern…
Davies Broadens CX & Analytics Capability with Acquisition of Ember
Davies broadens its customer experience and analytics capability through acquisition of specialist consulting and digital business Ember Davies today announces…
TTEC Unveils New Customer Experience Innovation Lab
TTEC Unveils New Customer Experience Innovation Lab in Belfast, Showcasing the Company’s European Programmes – Omnichannel demonstration environment allows clients…
Tortoise or Hare – Which One is Your Contact Centre?
Tortoise or Hare – which one describes your contact centre? – contact centers should look to introduce a ‘less haste,…
Consumers Want Blend of Tech & Human in Contact Centres
50% of consumers want blend of technology and human input in retail experience, says Aspect Software research Shoppers see the…