Top 7 Questions IT Professionals Ask About WFM
IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM)...
View ArticleArtificial Intelligence: An Agile Approach to Improving Customer Conversations
Is your BPO or call centre partner harnessing AI technology to improve customer calls?
View Article5 Ways to Strike the Right Balance: Occupancy and Shrinkage
Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage.
View ArticleThree Questions You Need Answered Before Launching Your Brandâs Social Care...
Launching or refining a social care program for a brand? Here are three questions you need to be ready to answer. Social media has a strong hold on increasing brand value, marketing, recall and...
View ArticleMaintain Productivity Even When Reducing Staff
Find out how web chat can increase your productivity and save your staff resources
View ArticleOnus on ANZ Companies to Fuel AI-Powered Workplace
Survey finds Australian and New Zealand companies are expected to implement safety measures and appropriate training for employees using AI
View ArticleNew Zealand Workforce Shines for Fearless Acceptance of New Technology
New data released by global technology provider Genesys shows New Zealand employees are the most secure in their roles when it comes to embracing artificial intelligence (AI) in the workplace...
View Article5 Reasons for Intraday Scheduling in Contact Centers
Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time.
View ArticleThe Top Four Messaging Channels in Customer Care and How to Select the Right One
Julien Rio, Marketing Director at RingCentral Engage Digital, outlines the top four messaging channels to help you understand their specifics and choose the right one(s) to engage with your customers.
View Article5 Point Plan for Super-Connected CX
Digitalisation is a double-edged sword. While it makes life easier by automating processes and helping consumers to self-serve, some might argue it offers too much choice.
View ArticleANZ Workforce Ahead of Curve in Acceptance of Advanced Training Technology
Positive regional attitudes towards the implementation of artificial intelligence a standout finding in new research
View Article5 Expectations of Modern Customers
Customer expectations are rising faster than ever, and contact centers need to stay ahead of the latest trends in order to ensure theyre delivering the best experiences.
View ArticleWhat Was the Buzz at Customer Contact Week Vegas 2019?
This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the worldâs leaders in customer experience.
View ArticleNew CX Metrics for Todayâs Digital World
Even though âomnichannelâ is still an industry buzzword and there has been a dramatic shift to new channels, fewer than 20% of companies offer a seamless, continuous conversation across channels.
View ArticleUncertainty Over AI Holding Back UK Industry Adoption
The majority of businesses (70%) across the UK acknowledge that failing to get on-board with artificial intelligence (AI) now will cost their organisation for the next decade.
View Article12 Reasons Why Customer Service Chatbots Fail
Customer service chatbots are a white-hot topic nowadays. Vendor marketing drumbeat is loud, and they promise nothing short of eradicating world hunger with their chatbots! However, if you look beyond...
View ArticleBrace Yourself - 2019 Hurricane Season Begins
Aftermath is an ugly word, isnât it? One that contact center leaders dread and sure donât want to hear this hurricane season, running June 1 through November 30.
View ArticleEngaged and Inspired Employees Create Better Client and Customer Outcomes
Customer expectations have changed dramatically over the course of the last 15 years. If employees are engaged and happy, it has been proven to create better client and customer outcomes.
View ArticleAre Digital Channels Really Checper
As statistics reveal that digital channels are not much cheaper than traditional voice calls, Colin Hay at Puzzel goes in search of the truth and shares 5 top tips for boosting efficiency and...
View ArticleWhy Should Call Centers use Speech Analytics?
Understand how having real-time speech analytics in call centers improves customer experience & employee performance.
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