Loading
-
The AI invasion: Breaking-in from the customer contact beachhead
28 Jan 2021 Martin Taylor, Deputy CEO at Content GuruIn the past couple of years, contact centers have suddenly undergone an extreme character makeover, from asset-sweating tech laggard to leading light in intelligent automation. How has this corporate ... -
Keeping your payments flowing in the age of remote working
28 Jan 2021 SemafoneCase study: Pancreatic Cancer UK and Semafone - Safeguarding Donations During Coronavirus. Discover how Semafone helped Pancreatic Cancer UK’s remote staff take secure, PCI DSS compliant payments; en ... -
Total Experience has been pegged as one of the top technology trends to watch in 2021. So what is it and why is it especially important for contact centres this year? The goal of TX is simple – to pro ...
-
Coronavirus has accelerated digital transformation by six years. Here’s how to avoid being left behind
26 Nov 2020 Jordan Edmunds, ZingIn the months since the World Health Organization declared coronavirus a pandemic, there’s been much pontificating – both informed and otherwise – on our ‘new normal’. All of these predictions and obs ... -
How 2020 has changed contact centre and security buying habits
25 Nov 2020 Julian Barrow - Foehn LtdThe pandemic has forced businesses to ditch on-prem technology and ramp up cloud investment. Read our latest blogs to find out how contact centre and security habits have changed over the last 6 month ... -
Against the Unknown with 8x8 Disaster Recovery
25 Nov 2020 Justin Robbins - 8x8From natural disasters to wide-scale power outages, there are plenty of events that can knock your physical call center out of action. When the unexpected occurs, a solid call center disaster recovery ... -
How Cloud Can Alleviate Growing Pains
25 Nov 2020 Michael FrearsonIt sounds prosaic to say companies outgrow their technology. But that’s a very real process many businesses have to navigate. To maintain business as usual while internally managing process and techno ... -
The pandemic has made clear that remote work is not only a viable permanent option, but it also offers significant benefits. Discover how to boost employee engagement and customer experience (CX) by o ...
-
Whilst we are extremely excited to be hosting an event that brings the customer engagement community together, we understand it’s just not quite the same as hosting an exhibitor stand and physically m ...
-
On-demand human insight platform
29 Oct 2020 UserTestingUserTesting is the leading on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves in any experience and why. -
New study finds COVID-19 is accelerating service automation
28 Oct 2020 Inference SolutionsAs the COVID-19 crisis continues, businesses face unique challenges in supporting customers and employees whose needs and expectations are changing with each "new normal." -
Back to work (from home)? Here’s what you need to know about setting up a remote contact centre
09 Oct 2020 Jordan Edmunds, Business Development Manager at ZingWith the government again advising people to work from home if they’re able, contact centre managers face the renewed challenge of adapting to remote operations. -
CALL & CONTACT CENTRE VIRTUAL
05 Oct 2020THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD GOES VIRTUAL -
IstTek Announces Official European Launch
23 Sep 2020 Josh Ayres, IstTekContact Centre Technology Company IstTek announces European Partner Launch to Fire Up Suite of Customer Experience Solutions. -
Four customer experience mistakes to avoid when setting up your contact centre
14 Sep 2020 Jordan Edmunds, ZingLots of emphasis is placed on how to deflect customers away from your contact centre – we all know unnecessary time spent on calls represents a cost, of course. And while tips and advice on doing this ... -
Automation in the Post-COVID Contact Center
08 Sep 2020 Ed Finegold, contributing analystAutomation is playing an increasing role in communications service providers’ (CSPs) contact centers, driven by a continued focus on improving customer experience (CX) and the massive impact of the CO ... -
Regional Results UK: Global Survey Report 2020
08 Sep 2020 Blue Prysm85% of business decision makers believe that RPA and/or automation offers more to the business than just time and cost savings. The role of automation in our lives is changing rapidly to adjust to the ... -
ResponseTap launches Speech AI to easily identify call outcomes
08 Sep 2020 RESPONSETAPLeading call tracking provider develops pioneering speech analytics tool -
How can call recording enhance customer experience?
03 Sep 2020 EM360 Tech"Calls will be recorded for quality and training purposes." -
The Complete Guide to Changing Your Phone System Provider
03 Sep 2020 aircallYour head and your heart are telling you it’s time to leave, but you’re worried how your decision could impact other people. That’s understandable. But instead of sticking with a bad phone system out ...