We live in the age of convenience, where customers expect a seamless, lightning-fast service experience. Customers of today prioritize speed and ease above all else. Sam Klaas explains..

EvaluAgent has become the first to integrate Chat GPT into quality assurance call centre software industry wide – introducing SmartScore –  a major milestone for the industry..

Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the globe using its Office 365 application suite..

Calabrio has announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access..

Over the last few weeks, we’ve seen an incredible amount of interest in ChatGPT, the Large Language Model developed by OpenAI. Phil Jordan, AI & Automation Specialist at Sabio Group, investigates..

The security company, which protects high net worth individuals and commercial assets, has achieved a 40 percent increase in operational efficiency following the implementation of a BigChange job management system..

Post-purchase support is an integral feature of digital marketing which all e-commerce stores should consider. What are the benefits for a business? More importantly, how does it fit into an overall strategy?

MyQualityTeam is launching an innovative new agent performance platform to UK contact centres this month, helping managers upskill agents and optimise performance. A 30 day free trial is available..

Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. Carlton Retland of Applause explains..

In current times, where emotions and logic help us navigate through the world and coexist, emotional intelligence proves to be a valuable asset. Here, we look at the benefits of emotional intelligence in contact centers..

Waterfield Tech, a leading customer engagement solutions provider today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies..

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown..

Arunabh Madhur, Regional VP & Head Business EMEA at SHAREit Group examines how mobile apps are reshaping the e-commerce industry and how businesses can still plan and position themselves for success..

One of the biggest CX challenges is working out exactly how to capture, organise and act on the potentially billions of different customer journey data points. Kevin McGachy, Head of Solutions, Sabio Group explains..

Retail mapping software provides shoppers with interactive, updated indoor maps that help them find the most effective and quickest routes through retail stores and easily find the items on their shopping lists..

With Microsoft’s investment in OpenAI being quickly followed by the release of Google’s Bard, the conversation around Generative AI continues to build. Stuart Dorman of Sabio Group looks at the latest developments..

Ringover will exhibit at the Recruitment Agency Expo, hosted at the Excel London on 21 and 22 March, 2023. Exhibiting from stand E25, Ringover will demonstrate its cloud communications system..

Darlington Borough Council has selected PCI Pal to manage its contact centre payment security and ensure it adheres to the compliance standards  relating to card-based payment transactions..