Consumers have become more demanding in recent years, expecting businesses to respond to their concerns quickly or lose them as customers. Learn why real-time responses are significant to any business..
How can businesses provide excellent customer experience and support their contact center agents while navigating an unfortunate crunch on two fronts? Christian Wagner, CEO of VoiceFoundry, explains..
TheLoops, an intelligent support operations data platform, is now available on Zendesk’s Marketplace – a one-stop-shop that enables organizations to find partners, apps, and integrations to increase agent productivity..
The shift to a hybrid working system or full-on work-from-home arrangements for customer service agents comes with a number of challenges, among them the need for added security. Here are 15 tips to stay safe..
In this insightful webinar, you will learn more about the need for speech analytics, successful customer deployment cases and the must haves you should consider in your analytics program..
Predictive customer support means that support teams resolve issues before they occur and sometimes even before customers are aware of them. Palak Dalal Bhatia, founder and CEO of IrisAgent explains..
Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team..
React.JS is by far the most popular JavaScript library. According to Stack Overflow, 40.14% of developers worldwide use the framework to develop awesome apps that provide memorable customer experiences..
Integration brings advanced speech and text analytics into an intelligent, connected customer service platform to help organizations understand the sentiment, emotion behind every customer interaction..
Despite the rise of social media, email remains the most popular method of communication between businesses and consumers. Moreover, email is typically the go-to touchpoint for customer service interactions..
What makes Wing Assistant different? Wing leverages technology and combines it with irreplaceable human capabilities, resulting in a superior customer experience as a remote labor supplier..
With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling..
There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. Read on to learn more..
Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences..
PCI Pal, the global provider of secure payment solutions, has announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. Customers can now access PCI Pal’s solutions..
Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution..
Avaya has announced an enhancement to Avaya OneCloud™ to dramatically reduce the complexity associated with virtualizing customer interactions. Avaya Virtual Agent is a ready-to-deploy, configurable service..
Conjura, the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding that will further enhance its technology and bring 360-degree data analytics solution to new markets..
Reviewing the UK Contact Centre Decision Makers Guide, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern..