News & Blogs

Whilst we are extremely excited to be hosting an event that brings the customer engagement community together, we understand it’s just not quite the same as hosting an exhibitor stand and physically m ...

UserTesting is the leading on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves in any experience and why.

As the COVID-19 crisis continues, businesses face unique challenges in supporting customers and employees whose needs and expectations are changing with each "new normal."

With the government again advising people to work from home if they’re able, contact centre managers face the renewed challenge of adapting to remote operations.

THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD GOES VIRTUAL

Contact Centre Technology Company IstTek announces European Partner Launch to Fire Up Suite of Customer Experience Solutions.

Lots of emphasis is placed on how to deflect customers away from your contact centre – we all know unnecessary time spent on calls represents a cost, of course. And while tips and advice on doing this ...

Automation is playing an increasing role in communications service providers’ (CSPs) contact centers, driven by a continued focus on improving customer experience (CX) and the massive impact of the CO ...

85% of business decision makers believe that RPA and/or automation offers more to the business than just time and cost savings. The role of automation in our lives is changing rapidly to adjust to the ...

Leading call tracking provider develops pioneering speech analytics tool

"Calls will be recorded for quality and training purposes."

Your head and your heart are telling you it’s time to leave, but you’re worried how your decision could impact other people. That’s understandable. But instead of sticking with a bad phone system out ...

Video is emerging as the ultimate communication solution. Capable of mimicking all the nuances of face-to-face interactions, video offers a convenient and cost-effective replacement for in-person meet ...

For the majority of the year 2020, organizations have lost their ability to deliver in-person service to their customers. Meanwhile, customers endured increasingly complex scenarios requiring a high l ...

In most organizations, contact centers being no exception, there is the cream of the crop or high-performance agents and there are those at the very bottom, who need to go on a performance plan or lea ...

If you’re struggling to keep pace with all the incoming calls, emails, chats, and other communications, it’s a good problem to have. But even good problems are problems that must be solved, and call c ...

Data breaches and cyber attacks occur daily, so it is vital that organisations develop robust security practices. In the contact centre, for example, protecting customer data is absolutely key to avoi ...

The Customer Experience World Games was an idea that was born in response to the Covd-19 lockdown. During the early part of quarantine, we had been speaking to several CX individuals who were feeling ...

Meeting customer demands in crisis mode is one thing and delivering an exceptional CX in a world transformed by the pandemic is another. Ian Jacobs, principal analyst at Forrester recently discussed w ...

It’s still good to talk: only 15% of consumers want no human interaction with brands. A new survey reveals UK consumers crave the personal touch when buying