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 …
C O N G R A T U L A T I O N S to the 2024 finalists!Individual Category FinalistsNewcomer of the Year Edyn Group Ltd Jordan Lindsay Healix Health Services Lauren Streeting Nisbets PLC Sammy Jo Watson KBR Paige Chant Edyn Group Ltd Mikhail Rajendram NFU Mutual Eloise Pugh Motability Operations Ltd Elsie Gowans Healix Health Services Megan …
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 …
As the organisers of the South West Contact Centre Awards 2024, we are thrilled to announce Pear Tree Recruitment‘s continued support as a key sponsor for the year. The essence of the South West Contact Centre Awards lies in celebrating the remarkable achievements of the finest contact centres in our region. From the exceptional agents to the visionary leaders and …
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 …
