A recent study by Cirrus has highlighted that 77% of contact centres are still using voice-only solutions. In a world where technology offers so many options, this statistic raises an important question: why is this still the case? And more importantly, how can contact centres start exploring more advanced solutions like omni-channel and automation? We understand—voice has been the backbone of customer …
Premier CX, a leading provider of innovative customer experience solutions, is proud to announce the launch of Video Hosting as a major enhancement to its contact centre video proposition. With this new addition, Premier CX expands its mission to empower businesses to connect with their customers in impactful ways, and deliver significant ROI. In today’s digital age, video has become …
Route 101 a leading provider of customer engagement and communications solutions, is excited to unveil a new case study showcasing its successful collaboration with MEP Hire. This study highlights how, with Route 101’s guidance, MEP Hire implemented an industry-leading combination of Zendesk ticketing and NICE CXone telephony to facilitate fast and consistent responses to customer enquiries. This transformation not only …
Providing a positive customer experience is crucial for staying competitive, but we’re juggling multiple priorities – delivering great service, managing costs, and addressing the signs of burnout among our staff. A newly-released whitepaper, published following a recent session of the Transformation & Innovation User Group in March 2024, aims to shed light on strategies and technologies that can help us tackle this issue proactively, preventing or at least delaying high rates of absenteeism.
Many contact centres are under increasing pressure as contact volumes and agent attrition soar. While our boards and executive teams emphasise the need for agility and flexibility in responding to the growing customer needs, we must also recognise the human element. Often, we lack awareness of agent workloads and overloads, leading to challenges in retaining staff. Providing a positive customer …
Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, this week published a brand-new case study detailing a successful partnership with Mitsubishi Motors UK. This story highlights how the business optimised its Zendesk instance with the help of Route 101. By leveraging workflow tools, Service Level Agreement (SLA) objectives, tickets, and reporting features, Mitsubishi Motors …
October was Speak up month. This year’s theme is Breaking Barriers. As such, this session will explore how centres identify the health and wellbeing wants and needs of their employees, barriers to this, and effective ways of providing a safe and inclusive culture that encourages employees to speak up. Using the employee voice to inform the health initiatives you adopt will help increase engagement and effectiveness. This session is for anyone, especially those involved in promoting the employee voice and health and wellbeing.
An interactive panelist webinar hosted on Wednesday 13th December 2023 with Calabrio, SVL, Trainline & Hoover Candy reviewing 2023’s biggest challenges, trends into key contact centre strategies for 2024. The session gave all the opportunity to hear how both organisations have utilised Calabrio WFM to overcome a number of operational challenges.
Ascensos today announces the launch of 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 which brings together proprietary and partner digital and AI-enabled solutions to accelerate the CX transformation programmes of retail and ecommerce brands. Building on the company’s recent investment and acquisition strategies in specialist resource and expertise, 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 will drive forward the AI integration programmes of its clients aligned with the continued focus for businesses to reduce cost, improve efficiencies …
