Loading
-
Top 10 Huddle Room Solutions
01 Sep 2020 By Rebekah Carter - EM360Video is emerging as the ultimate communication solution. Capable of mimicking all the nuances of face-to-face interactions, video offers a convenient and cost-effective replacement for in-person meet ... -
HOW COVID-19 IS REDEFINING THE CONTACT CENTER
27 Aug 2020 Darrius JonesFor the majority of the year 2020, organizations have lost their ability to deliver in-person service to their customers. Meanwhile, customers endured increasingly complex scenarios requiring a high l ... -
In most organizations, contact centers being no exception, there is the cream of the crop or high-performance agents and there are those at the very bottom, who need to go on a performance plan or lea ...
-
How the Right Call Center Software Will Improve Your Business Development
27 Aug 2020 Daniel Weiss - aircallIf you’re struggling to keep pace with all the incoming calls, emails, chats, and other communications, it’s a good problem to have. But even good problems are problems that must be solved, and call c ... -
Is your contact centre protecting customer data?
26 Aug 2020 EM360 TechData breaches and cyber attacks occur daily, so it is vital that organisations develop robust security practices. In the contact centre, for example, protecting customer data is absolutely key to avoi ... -
Customer Experience World Games
21 Jul 2020 LimetropyThe Customer Experience World Games was an idea that was born in response to the Covd-19 lockdown. During the early part of quarantine, we had been speaking to several CX individuals who were feeling ... -
Digital Transformation Strategies Need to Evolve and Accelerate
14 Jul 2020 Wayne Kay, TTECMeeting customer demands in crisis mode is one thing and delivering an exceptional CX in a world transformed by the pandemic is another. Ian Jacobs, principal analyst at Forrester recently discussed w ... -
It’s still good to talk: only 15% of consumers want no human interaction with brands. A new survey reveals UK consumers crave the personal touch when buying
-
Health on Hold: UK Contact Centre Workers Voice Social Distancing Concerns
09 Jul 2020 Martin Taylor, Deputy CEO and Co-founder of Content GuruTo limit the spread of COVID-19, the latest UK government advice is that all employees should work from home, providing they can perform their job remotely. However, despite the stringent social dista ... -
Omnichannel Customer Contact Centres
30 Jun 2020 SemafoneOmnichannel Customer Contact Centres – What Are They and Why Your Business Should Have One Once upon a time, enterprise contact centres were known as call centres, because the telephone was the usual ... -
5 Steps to Formulating a Future-Proof Omnichannel Strategy
30 Jun 2020 SemafoneIn today’s omnichannel world, consumers want to effortlessly switch between channels such as social media, email, SMS and the web, and expect the brands they transact to move and interact with them in ... -
Great customer experience and engagement are more important than ever. During the turmoil of COVID-19, what does excellent customer engagement look like? How can brands be there for customers and cont ...
-
Customer experience happens in the contact center. Is yours set up for success?
26 Jun 2020 Janet Alexander, TwilioCustomer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation. -
On-Demand Webinar: Augmenting, Adapting and Accelerating with a Cloud Contact Center
25 Jun 2020 Lenore Files, TwilioThese are certainly extraordinary times both personally and professionally. With the new reality of social distancing and ‘shelter-in-place’ orders, businesses worldwide are scrambling to adapt to thi ... -
Does the Call Centre Workplace Have a New Competitor?
22 Jun 2020 Richard Kenny, Senior Product Marketing Manager - Contact Centre at PolyMany organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought togeth ... -
As your organisation navigates potential emergency situations that force agents to work remotely or at home, RingCentral is uniquely positioned to help you continue to work as a team to serve your cus ...
-
On-Demand Webinars: Future Proofing Customer Contact
17 Jun 2020 TTECFuture Proofing Customer Contact - Enable Always-on CX For The Always Connected Customer Businesses need a strategy that not only needs to support and manage crises like the current Coronavirus pandem ... -
Business as unusual in the call centre
17 Jun 2020 Richard Kenny, Senior Product Marketing Manager - Contact Centre at PolyWe’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ... -
On-Demand Webinar: Shifting Back - How to prepare for what's next in the contact centre
17 Jun 2020 TTECTop 5 ways contact centres are innovating today for long-term CX success Staring down the possibility of indefinite shop and outlet closures, extended stay-at-home-orders, and ongoing social distancin ... -
3 winning strategies for effective employee engagement
16 Jun 2020 PuzzelAs contact centres evolve as a result of COVID-19 now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? It’s a question many have a ...