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The Flexibility of Cloud Contact Centre
19 May 2020 Michael Frearson, Content Creation Manager for EMEA Marketing, RingCentralLast month, RingCentral teamed up with UC Today to run CC Expo: Virtually Together. This virtual expo focussed on the practical applications of cloud communications and contact centre and the tangible ... -
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Contact Centre Agents Working from Home? How to Guarantee Productivity
15 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentralThe performance of your contact centre depends on the productivity of your agents. When your team members feel empowered by the right support, tools and technology, they’re able to accomplish incredib ... -
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What Hardware and Software Is Required to Remote Manage a Cloud-Based Contact Centre?
13 May 2020 Christoph Cyrol, Product Marketing Manager of Customer Engagement Products, RingCentralCloud-based contact centres are the future of successful customer experience. In a world where your customers are becoming increasingly demanding, searching for the most intuitive and personalised exp ... -
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Keeping Your Communication Secure
12 May 2020 Patty Yan, EMEA Product Marketing Manager, RingCentralIn today’s world, security is a high priority. It’s essential for companies to protect their data. With businesses working from home, data security has never been so important. From healthcare, to fin ... -
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Here’s How Sales Professionals Can Succeed in the New Reality
27 Apr 2020 Neil Russell—Smith, Head of EMEA Marketing Sales and Revenue Growth, Automation and AI, ttecAt its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. H ... -
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What the 21st Century office would look like according to the greatest minds of the 1960s
13 Jan 2020 Mark Wright, WorkplaceInsightWe're used to hearing people predict what The Office of the Future will look like. It's been going on for a very long time now and each new generation of commentators on the subject comes up with its ... -
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Data privacy and the link to corporate social responsibility
10 Jan 2020 ICaaSCorporate social responsibility (CSR) is increasingly linked to data privacy which is now embedded in corporate strategy. There’s no denying that adopting better data management can guarantee compet ... -
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Can Emotional Analytics Help Businesses Get in Tune with How their Customers Are Really Feeling?
09 Jan 2020 Sheri Greenhaus, CrmXchange“I’ll be your savior, steadfast and true…I’ll come to your emotional rescue.” - The Rolling Stones Anger. Fear. Disgust. Happiness. Sadness. Surprise. Contempt. These are defined as the seven unive ... -
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Why are communication and collaboration vital to business success?
08 Jan 2020 Matthew HughesCommunication and collaboration within an organisation, and externally to stakeholders and customers, is fundamental to business success. It always has been, but now in this connected age the necessit ... -
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Cognitive Flexibility
08 Jan 2020 Institute of Administrative ManagementCognitive Flexibility is the ability to change what you are thinking about, how you are thinking about it and even what you think about it – in other words, the ability to change your mind. Cognitive ... -
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When it comes to knowing your customers is their gender still relevant?
07 Jan 2020 FreshNousWhenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers an ... -
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Customer care begins at the first 'hello'
07 Jan 2020 Chartered Trading Standards InstituteThey say that first impressions count. It isn't merely a common saying - most psychologists think so too. Psychology Professor James Uleman of New York University says: "You don't get a second chance ... -
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What are the key trends that run the data center networking market?
06 Jan 2020 Global Risk CommunityModern data centre networking aims to manage clients with multiple data centre workloads. In such a network, servers are the components that provide the necessary services to users (and the programs t ... -
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Shopify's Advice on Operating a 100% Remote Contact Center
04 Jan 2020 Lenore Files, TwilioAmid the new reality of social distancing and ‘shelter-in-place’ orders, contact centers bear the massive burden of inbound communications whether calls or messages that are oftentimes emotionally cha ... -
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Is your contact centre protecting customer data?
03 Jan 2020 Enterprise Management 360Data 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 ... -
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CTSI Customer Services support and training
02 Jan 2020 Chartered Trading Standards Institute (CTSI)With ever-increasing competition great customer service is essential to every business. The Chartered Trading Standards Institute (CTSI) can help you improve your customer service, create a culture of ... -
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With insights built on hard data, the 21st annual edition of "The UK Contact Centre Decision-Makers' Guide" is the largest and most comprehensive study of UK customer contact operations. Covering digi ... -
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The world of Call & Contact Centres is ever evolving! Sometimes the pace of change can be overwhelming, and we struggle to focus on what matters most. This year for the 1st time The Forum will host FO ... -
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At a time when 1 in 3 consumers (60%) have switched brands due to negative contact centre experiences— it’s time to take action. Promote your agents to brand guardian status with the power to enhance ...
