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Health on Hold: UK Contact Centre Workers Voice Social Distancing Concerns
09 Jul 2020 Martin Taylor, Deputy CEO and Co-founder of Content GuruTo limit the spread of COVID-19, the latest UK government advice is that all employees should work from home, providing they can perform their job remotely. However, despite the stringent social dista ... -
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Omnichannel Customer Contact Centres
30 Jun 2020 SemafoneOmnichannel Customer Contact Centres – What Are They and Why Your Business Should Have One Once upon a time, enterprise contact centres were known as call centres, because the telephone was the usual ... -
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5 Steps to Formulating a Future-Proof Omnichannel Strategy
30 Jun 2020 SemafoneIn today’s omnichannel world, consumers want to effortlessly switch between channels such as social media, email, SMS and the web, and expect the brands they transact to move and interact with them in ... -
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Great customer experience and engagement are more important than ever. During the turmoil of COVID-19, what does excellent customer engagement look like? How can brands be there for customers and cont ... -
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Customer experience happens in the contact center. Is yours set up for success?
26 Jun 2020 Janet Alexander, TwilioCustomer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation. -
On-Demand Webinar: Augmenting, Adapting and Accelerating with a Cloud Contact Center
25 Jun 2020 Lenore Files, TwilioThese are certainly extraordinary times both personally and professionally. With the new reality of social distancing and ‘shelter-in-place’ orders, businesses worldwide are scrambling to adapt to thi ... -
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Does the Call Centre Workplace Have a New Competitor?
22 Jun 2020 Richard Kenny, Senior Product Marketing Manager - Contact Centre at PolyMany organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought togeth ... -
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As your organisation navigates potential emergency situations that force agents to work remotely or at home, RingCentral is uniquely positioned to help you continue to work as a team to serve your cus ... -
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On-Demand Webinars: Future Proofing Customer Contact
17 Jun 2020 TTECFuture Proofing Customer Contact - Enable Always-on CX For The Always Connected Customer Businesses need a strategy that not only needs to support and manage crises like the current Coronavirus pandem ... -
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Business as unusual in the call centre
17 Jun 2020 Richard Kenny, Senior Product Marketing Manager - Contact Centre at PolyWe’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ... -
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On-Demand Webinar: Shifting Back - How to prepare for what's next in the contact centre
17 Jun 2020 TTECTop 5 ways contact centres are innovating today for long-term CX success Staring down the possibility of indefinite shop and outlet closures, extended stay-at-home-orders, and ongoing social distancin ... -
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3 winning strategies for effective employee engagement
16 Jun 2020 PuzzelAs contact centres evolve as a result of COVID-19 now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? It’s a question many have a ... -
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On-Demand Webinars: How AI can help contact centers resolve issues faster during crisis
16 Jun 2020 Janet Alexander, TwilioWith the disruption caused by coronavirus ensure contact center agents are able to manage increased call volumes by leveraging artificial intelligence (AI) to help scale support. -
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Customers and employees have a simple request -- don't waste my time. So what does it take to remove wasted effort during customer contacts? The answer is simple: A digital-first, customer-centric app ... -
Just How Important Is Employee Experience? Happy Employees, Happy Customers Today’s Employees Are Technologically Overwhelmed Today’s Customers Expect More from Businesses A Unified Approach: Taking U ...
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A guide to building your business around the customer Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve iss ...
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3 Key Strategies for Long-Term Contact Centre Success
09 Jun 2020 Iain Banks, Regional VP International Markets, TTEC Business Continuity, Customer Care, CX AnalyticsThe world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after ... -
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5 Innovations Reshaping Contact Centres for a Post-Crisis World
03 Jun 2020 Regional VP International Markets, TTEC Customer Care, Digital Transformation,The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commer ... -
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How Cloud Contact Centre Enables Quick Response
26 May 2020 Michael Frearson, Content Creation Manager for EMEA Marketing, RingCentralUsing a cloud-based contact centre can be great during the good times, but during the difficult times it’s invaluable. This is the message from Alan Garratt, Head of Operations at Arco. In an intervie ... -
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What Is Skills-Based Call Routing?
21 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentralHow do you determine which call in your contact centre reaches which agent? Part of delivering an excellent customer experience is ensuring that everyone who interacts with your contact centre gets th ...
