contact centre
BT partners with ServiceNow to simplify contact centre transformation
BT entered a new era of its ServiceNow relationship with plans to launch a turnkey, contact-centre-as-a-service (CCaaS) package integrating digital workflows, global communications and a cloud-hosted contact centre platform.
Read moreHalf of service agents admit to botching customer service calls
Cambridge, USA. 8 February 2022 – More than half of customer service agents say they botch how they record customer requests during service calls with nearly 40% admitting they regularly fail
Read moreDiffering pandemic experiences between contact centre managers and agents show need for further process and tech assessment
Despite technology being seen as crucial to effective remote collaboration and the delivery of seamless customer experience (CX), the longer-term success of recent pandemic-driven investments is still up for debate,
Read moreIt’s time to fix broken processes in the contact centre
Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone
Read moreA lack of customer understanding by CSPs is behind telecoms churn
Sometimes communications service providers (CSPs) are accused of lacking care when it comes to their customers. Mobile providers especially seem to fare badly in polls of which sectors have the
Read moreEmotional connections are the building blocks of customer loyalty
Brand loyalty is achieved through emotion and trust, says Frederic Durand, the chief executive and founder of Diabolocom.
Read moreThe importance of the human touch in contact centres
In an environment fuelled by technology, it is imperative to customer experience for contact centres to maintain human interaction, writes Frederic Durand, the chief executive and founder of Diabolocom.
Read moreCloud communications provide cost-effective alternative to traditional telecoms
The cloud is now an integrated part of most enterprise IT structures, with organisations running applications, storing and processing data, or hosting platforms in the cloud. The benefits of this
Read moreDatametrix selects Enghouse Interactive for contact centre as a service
Enghouse Interactive has announced that systems integrator and network solutions provider, Datametrix, a wholly-owned subsidiary of Telenor Group, has selected Enghouse Interactive Contact Center: Service Provider (CCSP) as the platform
Read moreWhat will Sabio spend its €35m warchest on? CEO Roberts talks to VanillaPlus
Customer contact specialist Sabio recently secured a multi-million pound investment from UK-based growth investor, Lyceum Capital. The company now plans to grow through acquisitions for which it has raised £30
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