Five Habits of Highly Effective CX Professionals Revealed
The five habits of highly effective CX professionals revealed in new industry report – State of Customer Experience 2018 survey…
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UK Insurance Contact Centres See Rise in Email Volumes
UK insurance contact centres see rise in email volumes with 94% of UK insurers expect to implement web chat by…
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…
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…
White Paper: Employee Engagement In The Contact Centre
Employee Engagement In The Contact Centre – Genesys White Paper Today, it is rare to read HR or management press…
Engage With Customers in an Ultra-Connected Era
Engage With Customers in an Ultra-Connected Era – an all-in-one cloud contact centre solution Your customers are ultra-connected. Make sure…
Employee Motivation in Decline According to Research
New research says employee motivation levels are on the decline with 29% saying they aren’t motivated A new research report,…
Why You Should Consider WFM in the Cloud
Now Leaving Your Premises: Why You Should Consider Workforce Management in the Cloud The many financial, performance and organisational benefits…
ContactBabel – Contact Centre Decision-Makers Guide 2018
Make smarter decisions to improve customer retention Customer experience directly affects customer retention. Find out more about your customers’ preferences…
Financial Services Contact Centres set to invest in Technology
UK financial services contact centres set to invest in web chat, analytics and customer authentication technology 89% of UK banks…
White Paper: Are you Ready for Generation Z?
The influence of Generation Z in consumer purchases has been evident for over a decade as this generation increasingly influences…
Contact Centre Employees: Hold On To What You’ve Got
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an…
eBook: 7 Challenges Contact Centres Face Today
An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers face nowadays range from…
Whitepaper: Designing and Delivering Customer Journeys
It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction channels to engage with…
Avoid Multi-Channel Mayhem for Effective Customer Service
With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts….
10 Reasons to Consider Hosted Workforce Management
10 Reasons to Consider Hosted Workforce Management – Hosted WFM white paper from Business SystemsThis latest industry white paper uncovers…
ContactBabel 2018 UK CX Decision-Makers’ Guide
“The 2018 UK CX Decision-Makers’ Guide”, based on surveys with 246 UK organisations and 1,000+ interviews with UK consumers, is…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations that create emotional connections…