Are you over 18 and want to see adult content?
More Annotations
A complete backup of interieur-inrichting.net
Are you over 18 and want to see adult content?
A complete backup of startupfashion.com
Are you over 18 and want to see adult content?
A complete backup of myrtlebeachsafari.com
Are you over 18 and want to see adult content?
A complete backup of yesterdaymovie.com
Are you over 18 and want to see adult content?
Favourite Annotations
A complete backup of fitzpatrickhotels.com
Are you over 18 and want to see adult content?
A complete backup of forskolinsupplementpills.com
Are you over 18 and want to see adult content?
A complete backup of modernbluesharmonica.com
Are you over 18 and want to see adult content?
A complete backup of grangehotels.com
Are you over 18 and want to see adult content?
A complete backup of scientists4wiredtech.com
Are you over 18 and want to see adult content?
A complete backup of webhostingtalk.nl
Are you over 18 and want to see adult content?
A complete backup of wavealchemy.co.uk
Are you over 18 and want to see adult content?
Text
calls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. HOW TO IMPROVE CALLER AUTHENTICATION IN CONTACT CENTRES How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO at Smartnumbers discusses Up until a few years ago, many organisations relied on trusting the caller and only asked basic questions, such as their name and address to validatetheir identity.
7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. HOW TO IMPROVE CALLER AUTHENTICATION IN CONTACT CENTRES How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO at Smartnumbers discusses Up until a few years ago, many organisations relied on trusting the caller and only asked basic questions, such as their name and address to validatetheir identity.
7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. THE INTRODUCTION OF CUSTOMER SERVICE ROBOTS The Introduction of Customer Service Robots. The Introduction of Customer Service Robots – When you picture customer service (CS), you probably imagine an operator sat behind a computer screen dealing with calls or webchat queries. When dealing with upset and distressed customers, a personal, human touch can help diffuse a bad situation. RAISE YOUR PROFILE! HOW TO TURN CONTACT CENTRE SCEPTICS A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. In fact, negative connotations still swirl around the contact centre despite the central position it has found itself in since the first quarter of 2020. IS IT SAFE TO GO BACK TO THE CONTACT CENTRE NOW? There are no definitive answers to these questions, but they are top of mind for contact centre leaders everywhere. After a year in which dispersed agents drove the industry’s remote workforce rate from 31% to 64%, most centres are now making plans for at least a partial return to the office. HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 10 June 2021 | Raise your profile! How to turn contact centre sceptics into fans; 10 June 2021 | Capita Gains Contact Centre Renewal Contract with Tesco Mobile; 10 June 2021 | Palatine Invests in Leading Tech Firm FourNet; 9 June 2021 | Marks & Spencer Launch Voice of the Customer Programme; 9 June 2021 | Is it safe to go back to the Contact Centre Now? CHALLENGES CONTACT CENTRES FACE AROUND SCHEDULING Forecasting and scheduling accurately within a contact centre is key to a successful operation. However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digitalchannels.
EVENTS - CONTACT-CENTRES.COM From 09:00AM until 12:30pm. At Virtual Event. Find out more Wed. 16Jun 2021.
CONTACT CENTRE CUSTOMER EXPERIENCE AND THE FINANCIAL The latest KPMG survey has found that overall in the UK customer experience has improved for the third year running, despite the presence of COVID-19 presenting brands across all sectors with real challenges. The pandemic has also seen a shift in customer expectations, and as a result an acceleration in technology trends. One of the leading sectors was financial services, coming out secondin
7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. ACHIEVING CONTACT CENTRE PCI COMPLIANCE FROM HOME Achieving Contact Centre PCI compliance from home – Geoff Forsyth, CISO at PCI Pal, explains what contact centres can do to achieve this. For contact centre businesses now working remotely, the need to quickly adapt to provide a consistent level of customer service, including the ability to handle transaction payments and adjust PCI THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out-sourcing contact centres THE INTRODUCTION OF CUSTOMER SERVICE ROBOTS The Introduction of Customer Service Robots. The Introduction of Customer Service Robots – When you picture customer service (CS), you probably imagine an operator sat behind a computer screen dealing with calls or webchat queries. When dealing with upset and distressed customers, a personal, human touch can help diffuse a bad situation. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. IS IT SAFE TO GO BACK TO THE CONTACT CENTRE NOW? 19 hours ago · There are no definitive answers to these questions, but they are top of mind for contact centre leaders everywhere. After a year in which dispersed agents drove the industry’s remote workforce rate from 31% to 64%, most centres are now making plans for at least a partial return to the office. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions MARKS & SPENCER LAUNCH VOICE OF THE CUSTOMER PROGRAMME 19 hours ago · Medallia, Inc. and KPMG in the UK, have announced that they have been selected to deliver Marks & Spencer’s new Voice of the Customer Programme across its UK and International business. Powered by Medallia’s technology and delivered by KPMG CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. GREAT CUSTOMER SERVICE IN YOUR CONTACT CENTRE? Additional Information. For an in-depth conversation about how we’ve transformed the customer service experiences of companies around the world, contact dancing lion today. To find out more, phone 0044 (0)1908 644791, email, visit their Website. ACHIEVING CONTACT CENTRE PCI COMPLIANCE FROM HOME Achieving Contact Centre PCI compliance from home – Geoff Forsyth, CISO at PCI Pal, explains what contact centres can do to achieve this. For contact centre businesses now working remotely, the need to quickly adapt to provide a consistent level of customer service, including the ability to handle transaction payments and adjust PCI 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. 10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. IS IT SAFE TO GO BACK TO THE CONTACT CENTRE NOW? 19 hours ago · There are no definitive answers to these questions, but they are top of mind for contact centre leaders everywhere. After a year in which dispersed agents drove the industry’s remote workforce rate from 31% to 64%, most centres are now making plans for at least a partial return to the office. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions MARKS & SPENCER LAUNCH VOICE OF THE CUSTOMER PROGRAMME 19 hours ago · Medallia, Inc. and KPMG in the UK, have announced that they have been selected to deliver Marks & Spencer’s new Voice of the Customer Programme across its UK and International business. Powered by Medallia’s technology and delivered by KPMG CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. ACHIEVING CONTACT CENTRE PCI COMPLIANCE FROM HOME Achieving Contact Centre PCI compliance from home – Geoff Forsyth, CISO at PCI Pal, explains what contact centres can do to achieve this. For contact centre businesses now working remotely, the need to quickly adapt to provide a consistent level of customer service, including the ability to handle transaction payments and adjust PCI 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
HOW TO IMPROVE CALLER AUTHENTICATION IN CONTACT CENTRES How to improve caller authentication and reduce costs in the contact centre – Jamie Melling, CEO at Smartnumbers discusses Up until a few years ago, many organisations relied on trusting the caller and only asked basic questions, such as their name and address to validatetheir identity.
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues.MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some ACHIEVING CONTACT CENTRE PCI COMPLIANCE FROM HOME Achieving Contact Centre PCI compliance from home – Geoff Forsyth, CISO at PCI Pal, explains what contact centres can do to achieve this. For contact centre businesses now working remotely, the need to quickly adapt to provide a consistent level of customer service, including the ability to handle transaction payments and adjust PCI 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. THE INTRODUCTION OF CUSTOMER SERVICE ROBOTS The Introduction of Customer Service Robots. The Introduction of Customer Service Robots – When you picture customer service (CS), you probably imagine an operator sat behind a computer screen dealing with calls or webchat queries. When dealing with upset and distressed customers, a personal, human touch can help diffuse a bad situation.MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. DIGITAL TRANSFORMATION 12 May 2021. Digital Transformation – The Future of Contact Centres: Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephonecalls.
PREDICTING THE SEVEN FUTURE TRENDS FOR CONTACT CENTRES The key emerging and developing trends in this space are: » 6. Continued investment in automation: while companies will continue to invest in automation solutions to reduce costs and streamline processes, there will be a reduced interest in automating for the sake of automating. To better support human agents, contact centres willinvest more
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTRE In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some ACHIEVING CONTACT CENTRE PCI COMPLIANCE FROM HOME Achieving Contact Centre PCI compliance from home – Geoff Forsyth, CISO at PCI Pal, explains what contact centres can do to achieve this. For contact centre businesses now working remotely, the need to quickly adapt to provide a consistent level of customer service, including the ability to handle transaction payments and adjust PCI 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. THE INTRODUCTION OF CUSTOMER SERVICE ROBOTS The Introduction of Customer Service Robots. The Introduction of Customer Service Robots – When you picture customer service (CS), you probably imagine an operator sat behind a computer screen dealing with calls or webchat queries. When dealing with upset and distressed customers, a personal, human touch can help diffuse a bad situation.MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 WHY CONTACT CENTRE STAFF WELLNESS MATTERS MORE THAN EVER Feeling Frazzled – Why Contact Centre Staff wellness matters more than everby Jeremy Payne, International VP, Enghouse Interactive. Needs must, and as 2020 rolled out, customer-facing businesses across multiple sectors were quick to adjust to the reality of the pandemic. As Covid-19 infections increased, many migrated their teams away from THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR Many studies have shown that customer experience is playing an increasingly important role to help businesses stand out from the competition. Meanwhile, product and price are increasingly taking a back seat. The task of customer experience management is to CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy.MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a- SURVEYS ARCHIVES
Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to CONTACT CENTRES HIGHLIGHT ‘SECURITY BREACHES’ BIGGEST Over a third (34%) of contact centre professionals, polled for a new survey commissioned by Enghouse Interactive, highlighted ‘security breaches’ (i.e. anonymous people entering meetings uninvited) as one of the biggest challenges their organisation faces when using videocalls.
THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR Many studies have shown that customer experience is playing an increasingly important role to help businesses stand out from the competition. Meanwhile, product and price are increasingly taking a back seat. The task of customer experience management is to CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some 7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy.MACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a- SURVEYS ARCHIVES
Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR Many studies have shown that customer experience is playing an increasingly important role to help businesses stand out from the competition. Meanwhile, product and price are increasingly taking a back seat. The task of customer experience management is to CONTACT CENTRES HIGHLIGHT ‘SECURITY BREACHES’ BIGGEST Over a third (34%) of contact centre professionals, polled for a new survey commissioned by Enghouse Interactive, highlighted ‘security breaches’ (i.e. anonymous people entering meetings uninvited) as one of the biggest challenges their organisation faces when using videocalls. This is
7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. WHY CUSTOMER SATISFACTION IS IMPORTANT IN FACT VERY Why Customer Satisfaction Is Important – When it comes to delivering a product or service, the main focus for any business should be customer satisfaction. In short, customer satisfaction is the measurement of a customer’s perceived quality and value towards a company. More often than notMACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOMEWORKING IN THE CONTACT CENTRE INDUSTRY DURING COVID-19 Content Guru ensures contact centres meet the needs of every customer, seamlessly. storm is used by hundreds of organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks,G4S
WHAT IS DIGITAL TRANSFORMATION IN THE CONTACT CENTREDEFINITION DIGITAL TRANSFORMATIONDIGITAL TRANSFORMATION EXAMPLESDIGITAL TRANSFORMATION OFFICETRANSFORMATION CENTER FOR WOMEN In many ways, the Digital Age has sent us into a customer experience transformation, which means being quicker, more accurate, more attentive and more available than ever before. A digital transformation means providing a digital customer experience. Underpinning this is a watertight customer experience strategy. WHY UC AND CC INTEGRATION IS PIVOTAL FOR CONTACT CENTRES The idea that UC and CC are integrated and empower an organisation to manage all of their communication tools in one place. These are all worthy goals but require a change of thinking if they are truly going to deliver a great customer experience. Microsoft Teams is perhaps the best example of this. Active users of Teams increased exponentially THERE’S MORE TO OUTSOURCING CONTACT CENTRES THAN COSTS Shattering the myth – why there’s more to outsourcing contact centres than cutting costs – Cyril Molitor, CEO of Woven, puts his case across. In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out 2020 CONTACT CENTRE BENCHMARKING: HOW DO YOU COMPARE The largest HR & operational benchmarking study of UK customer contact operations is now available. “The 2020 UK Contact Centre HR & Operational Benchmarking Report” provides up-to-the-minute key research, based on surveys of 226 UK customer contact operations, giving detailed information on: – Cost per call/email/web chat/social interaction. 12 STEPS TO HEALTH & WELL BEING IN YOUR CONTACT CENTRE 3. Intranet – Echo-U has developed a discreet portal exclusively for staff so that its team has access to health and wellbeing advice at work and home. 4. Take 5 initiative – Echo-U promotes a ‘take five’ policy for staff to take some time out when they feel they need a mental break. 5. 5 REASONS FOR INTRADAY SCHEDULING IN CONTACT CENTRES 4.Relieve boredom, improve skills and reduce long-term attrition – when agents are busy and motivated they are likely to stay in place – essential when looking at employee churn rates. Use real-time management technology to benefit employees and close the Quality Assurance (QA) loop by prioritising training sessions during quiettimes. 5
10 KEYS TO PCI COMPLIANCE IN THE CONTACT CENTRE 10 Keys to PCI Compliance in the Contact Centre – Scott Kendrick of CallMiner offers essential tips on how your contact centre and agents can become fully PCI compliant. If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. BT ANSWERS 100% OF CALLS WITH UK BASED CONTACT CENTRES BT completes 100% onshoring of customer service calls to the UK and Ireland to deliver personal and local customer service Customers. – BT delivers on its commitment to answer 100% of its customer service calls in the UK and Ireland a year early. – BT’s regional call routing to make sure the public talk to the most local contact centreto
DIRECTORY - CONTACT-CENTRES.COM Integration House, Turnhams Green Business Park, Pincents Lane, Reading, Berkshire. RG31 4UH. United Kingdom . 0118 918 4600 HOME - CONTACT-CENTRES.COM Latest Contact Centre News. 4 June 2021 | Metro Bank Launches New Bristol Contact Centre; 4 June 2021 | Why Customer Satisfaction Is Important in fact Very Important; 3 June 2021 | What’s stopping you from becoming a Connected Enterprise?; 3 June 2021 | Maintel & Avaya enable Telegraph Media Group Transition to Cloud; 3 June 2021 | Contact Centre Agents Want Employers to CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly.More than half (59%) of respondents would like to split their time equally between the office and remote locations, or mainly be office-based with some THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR Many studies have shown that customer experience is playing an increasingly important role to help businesses stand out from the competition. Meanwhile, product and price are increasingly taking a back seat. The task of customer experience management is to CONTACT CENTRES HIGHLIGHT ‘SECURITY BREACHES’ BIGGEST Over a third (34%) of contact centre professionals, polled for a new survey commissioned by Enghouse Interactive, highlighted ‘security breaches’ (i.e. anonymous people entering meetings uninvited) as one of the biggest challenges their organisation faces when using videocalls. This is
7 KEY REASONS TO OUTSOURCE YOUR CONTACT CENTRE From rigorous background checks during the hiring process to prohibited mobile phone use on the contact centre floor, outsourced contact centres are extremely diligent when it comes to data security and compliance, so both your company data and your customer’s data are in very safe hands. 6. Enhance your customer experience strategy. WHY CUSTOMER SATISFACTION IS IMPORTANT IN FACT VERY Why Customer Satisfaction Is Important – When it comes to delivering a product or service, the main focus for any business should be customer satisfaction. In short, customer satisfaction is the measurement of a customer’s perceived quality and value towards a company. More often than notMACFARLANE CONTACT+
Macfarlane ‘s new Contact+ contact centre technology platform is now available as an on-premise system or as a cloud-based service. At the heart of Contact+ is a powerful and sophisticated Conversation Management module that maintains an awareness of complete conversations, comprising any number of interactions, taking place between an organisation and its customers. ALVARIA - CONTACT-CENTRES.COM Alvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. `Co-op’s customer and colleague contact centre operations sit within Co-op Business Services (CBS) with circa 500 colleagues. CBS is a* ____Twitter
* ____Linkedin
* ____Google+
MENU
* Supplier Directory* Jobs
* Events
* Legal Stuff ►
* Legal Stuff: Disclaimer * Legal Stuff: Cookie Policy * Legal Stuff: Terms & Conditions* Advertising ►
* Media Pack
* Advertising – Sponsorship * Advertising – Supplier Directory ► * Advertising – Supplier Directory (Silver) ► * Advertising – Supplier Directory (Gold) * Advertising – Company Banners * Advertising – eShots * Advertising – Press Releases * Advertising – Jobs* Subscribe
* Contact Us
* Supplier Directory* Jobs
* Events
* Legal Stuff
* Legal Stuff: Disclaimer * Legal Stuff: Cookie Policy * Legal Stuff: Terms & Conditions* Advertising
* Media Pack
* Advertising – Sponsorship * Advertising – Supplier Directory * Advertising – Supplier Directory (Silver) * Advertising – Supplier Directory (Gold) * Advertising – Company Banners * Advertising – eShots * Advertising – Press Releases * Advertising – Jobs* Subscribe
* Contact Us
Latest Contact Centre News * 4 June 2021 | Metro Bank Launches New Bristol Contact Centre * 4 June 2021 | Why Customer Satisfaction Is Important in fact VeryImportant
* 3 June 2021 | What’s stopping you from becoming a ConnectedEnterprise?
* 3 June 2021 | Maintel & Avaya enable Telegraph Media GroupTransition to Cloud
* 3 June 2021 | Contact Centre Agents Want Employers to Offer HybridWorking
* 2 June 2021 | The Contact Centre Agent is a Brand Ambassador –Fact
* 2 June 2021 | Senior Appointment for South Yorkshire ContactCentre CC33
* 2 June 2021 | Cirrus Partners with Amillan to Provide CloudContact Centre
* 2 June 2021 | How IPI Assisted Co-op Business Services to theCloud
* 1 June 2021 | Contact Centres Highlight ‘Security Breaches’ Biggest Video Call Challenges * 1 June 2021 | Manufacturers Set Their Sights On DigitalTransformation
* 27 May 2021 | Birmingham Council selects Agilisys for CustomerEngagement
* 27 May 2021 | How Has the Pandemic Affected UK CustomerExperience?
* 27 May 2021 | Five9 and Mitel Announce Strategic Multi-YearPartnership
* 26 May 2021 | Open Talent and The Changing Delivery Model For CX * 26 May 2021 | PCI Pal® Solutions Now Available on GenesysAppFoundry
* 26 May 2021 | Talkdesk Joins Epic App Orchard Marketplace * 26 May 2021 | Tenant Hub Platform Will Ensure No Resident GetsLeft Behind
* 25 May 2021 | Contact Centre Model: Cost Centre to Revenue Driver * 25 May 2021 | SVL & Ascensos Provide New Service to Contact CentreClients
Search for:
LATEST INDUSTRY NEWS- Industry News ,
- Recruitment
4 June
2021
METRO BANK LAUNCHES NEW BRISTOL CONTACT CENTRE Metro Bank, the UK’s community bank, has just launched its latest customer contact centre above its Bristol store on Broadmead.… -------------------------- Customer Service
, -
Industry News
WHY CUSTOMER SATISFACTION IS IMPORTANT IN FACT VERY IMPORTANT -------------------------- Articles ,
- Industry News ,
Calabrio
WHAT’S STOPPING YOU FROM BECOMING A CONNECTED ENTERPRISE? -------------------------- Cloud , -
Industry News ,
Maintel
MAINTEL & AVAYA ENABLE TELEGRAPH MEDIA GROUP TRANSITION TO CLOUD -------------------------- Industry News ,
- Reports , -
Surveys
CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID WORKING ------------------------- -------------------------- Articles ,
- Industry News ,
* Jabra
THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR – FACT -------------------------- Industry News ,
- Recruitment
SENIOR APPOINTMENT FOR SOUTH YORKSHIRE CONTACT CENTRE CC33 -------------------------- Cloud , -
Industry News
CIRRUS PARTNERS WITH AMILLAN TO PROVIDE CLOUD CONTACT CENTRE -------------------------- Case Study
, - Cloud
, - Industry
News , IPI
HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD ------------------------- -------------------------ARTICLES
WHAT’S STOPPING YOU FROM BECOMING A CONNECTED ENTERPRISE? What’s stopping you from becoming a Connected Enterprise? Ross Daniels at Calabrio outlines the obstacles and how to tackle them… -------------------------CASE STUDIES
HOW IPI ASSISTED CO-OP BUSINESS SERVICES TO THE CLOUD How IPI assisted Co-op Business Services (CBS) contact centre move to the cloud and away from its on-premise solution. Customer… -------------------------CONTACT CENTRE TIPS
HOW TO CONNECT UTILITY PROVIDERS AND CUSTOMERS Turning the lights on with low-code: how to connect utility providers and customers After a period of ongoing national lockdowns… -------------------------COVID-19
PREPARING FOR LIFE AFTER COVID-19 – STARTING WITH YOUR EMPLOYEES Preparing for life after COVID-19 – Starting with your contact centre employees The global pandemic has changed the way we… -------------------------EVENTS
THE CHANGING FACE OF THE CONTACT CENTRE – ONE YEAR ON The Changing Face of the Contact Centre – One Year On: Contact Centre Transformation The past year has undoubtedly changed… -------------------------PCI/DSS – GDPR
PCI PAL® SOLUTIONS NOW AVAILABLE ON GENESYS APPFOUNDRY PCI Pal® solutions now available as a premium app on Genesys AppFoundry New premium selection allows Genesys customers toimplement…
-------------------------RECRUITMENT
METRO BANK LAUNCHES NEW BRISTOL CONTACT CENTRE Metro Bank, the UK’s community bank, has just launched its latest customer contact centre above its Bristol store on Broadmead.… ------------------------- SOCIAL MEDIA/DIGITAL/AI MANUFACTURERS SET THEIR SIGHTS ON DIGITAL TRANSFORMATION Over half of manufacturers have their sights set on digital transformation initiatives to enhance operations according to Surveyconducted by…
-------------------------AWARDS
FOURNET RANKED AMONGST TOP 40 UK TECH & TELECOMS CO’S FourNet ranked one of the top 40 UK tech and telecoms companies – Tech firm also named in the top… -------------------------CLOUD
MAINTEL & AVAYA ENABLE TELEGRAPH MEDIA GROUP TRANSITION TO CLOUD Maintel and Avaya enable Telegraph Media Group’s transition to the cloud with Avaya Cloud Office™ Maintel, the cloud and managed… -------------------------CUSTOMER SERVICE
WHY CUSTOMER SATISFACTION IS IMPORTANT IN FACT VERY IMPORTANT Why Customer Satisfaction Is Important – When it comes to delivering a product or service, the main focus for any… -------------------------DOWNLOADS
INNER CIRCLE GUIDE TO CUSTOMER ENGAGEMENT & PERSONALISATION “The Inner Circle Guide to Customer Engagement & Personalisation”, based on surveys with over 200 UK organisations and 1,000+interviews…
-------------------------OUTSOURCE
SVL & ASCENSOS PROVIDE NEW SERVICE TO CONTACT CENTRE CLIENTS SVL partners with leading outsourcer Ascensos to provide outstanding new service to contact centre clients. SVL have announced apartnership…
-------------------------PRODUCTS
TALKDESK JOINS EPIC APP ORCHARD MARKETPLACE Talkdesk Integrates with Epic, Joins Epic App Orchard Marketplace Empowers healthcare providers to deliver better, more personalized patient experiences with… -------------------------REPORTS
CONTACT CENTRE AGENTS WANT EMPLOYERS TO OFFER HYBRID WORKING Study of 200 UK-based contact centre advisors reveals that the majority want to split their time between the office and… -------------------------WHITEPAPERS
FOURNET ‘2021 & BEYOND’ REMOTE WORKING WHITE PAPER FourNet publishes latest ‘2021 & beyond’ Remote Working White Paperaimed at contact centre agents remotely working The long-termsuccess or…
------------------------- SEARCH BY CATEGORIES Search by Categories Select Category – Advertising – Articles – Awards – Benchmarking – Blog – Call Recording – Case Study – Charity – Cloud – Company Info – Contact Centre Tips – COVID-19 – Customer Experience – Customer Service – Downloads – Events – Gamification – GDPR – Headsets – Homeworking – Industry News – Outsource – PCI DSS – Products – Recruitment – Reports – Social Media/Digital/AI – Surveys – Training – WFM – White Papers * Jabra Akixi Altitude Software Aspect Software Britannic Technologies Business Systems Calabrio CallMiner CCMA Cirrus Conn3ct ContactBabel Content Guru Customer Touch Point Cyara Eckoh Plc Encoded Enghouse Interactive Five9 Foehn FourNet IPI Maintel Netcall Plc NICE NICE inContact Noetica PCI Pal Puzzel QStory Serenova SVL Business Solutions SWCCF Syntec TalkDesk TTEC Ventrica VonageGOLD SPONSORS
GOLD SPONSOR – NICE LATEST NEWS FROM NICE NICE LAUNCHES ENLIGHTEN AI ROUTING, INNOVATING CX WITH NEXT-GENINTELLIGENCE
------------------------- RINGCENTRAL AND NICE EXPAND CONTACT CENTRE PARTNERSHIP ------------------------- GOLD SPONSOR – JABRA LATEST NEWS FROM JABRA THE CONTACT CENTRE AGENT IS A BRAND AMBASSADOR – FACT ------------------------- JABRA LAUNCHES INTELLIGENT CAMERA LINE UP FOR THE HYBRID WORLD ------------------------- GOLD SPONSOR – CALABRIO LATEST NEWS FROM CALABRIO WHAT’S STOPPING YOU FROM BECOMING A CONNECTED ENTERPRISE? ------------------------- TOP THREE CHARACTERISTICS OF A CONNECTED ENTERPRISE -------------------------DOWNLOADS
GOLD SUPPLIERS
SUPPLIER DIRECTORY
SEARCH SUPPLIER DIRECTORY Select a categoryACDAcousticsAgent Assisted Card PaymentsAgent Coaching & MonitoringAgent DesktopAgent EngagementAgent MotivationAgent ScoringAgent ScriptingAI and Agent Blended CommunicationsAnalyticsApplications IntegrationArtificial IntelligenceAssessment Framework AssociationAssociationAudio Messages & BrandingAuto AttendantBack OfficeBenchmarkingBlending SolutionsCall AnalysisCall AvoidanceCall BackCall DeflectionCall HandlingCall RecordingCall SubstitutionChange ManagementChannel ManagementChannel of ChoiceCloud SolutionsCNP Card Not PresentConsultancyContact Centre SatisfactionContact Centre TechnologyCRMCTICustomer CommunicationsCustomer ExperienceCustomer FeedbackCustomer ID & VerificationCustomer InteractionCustomer SatisfactionCustomisable UI/UXData ManagementData UnificationDiallersDigital PaymentsDigital SignageDisengagementDisposable Mobile Appse-LearningEmployee SatisfactionEngagementEvents & ConferencesFaceBook & WhatsApp MessagingFulfillmentGamificationHeadset RefurbishmentHeadsetsHelpdesksHomeworkingHosted SolutionsInbound and Outbound MessagingIntegrated Contact Centre SystemsIntelligent RoutingInteractive Text Response (ITR)Interactive Voice MessagingIntra-Day AutomationIVMIVRIVR PaymentsKnowledge BaseKnowledge ManagementLeadership & ManagementManaged ServicesMobile AppsMobile MessagingMobile SolutionsMulti-Channel SolutionsMulti-Site RoutingMultimedia PlaybackMultimedia RecordingNatural Language Understanding (NLU)Nearest Store/OfficeOFCOM CompliantOmni-ChannelOnline PaymentsOTT MessagingOutbound DiallingOutsourced ServicesPayments Role based CapabilitiesPBX/IP-PBXPCI CompliancePCI DSSPerformance ManagementPR AgenciesPredictive Outbound DiallingPremise SolutionsProactive Customer ContactProcess AnalysisProcess AutomationQuality ManagementQuality Monitoring/ReportingReal Time Recurring (Tokenisation)Real-Time AutomationRole based CapabilitiesSaaSSales PerformanceSalesforce ManagementScreen RecordingSelf ServiceSelf Service PaymentsSelf-Assessment FrameworkSelf-Assessment ToolService DeskSkill Based RoutingSMS MessagingSocial MediaSoftware SolutionsSpeech AutomationStrategic PlanningSupport DesksSurveysSystem RedundancyTechnologyTerminal PaymentsText MessagingTrainingUnified CommunicationsVirtual Agents & ChatbotsVirtual SolutionsVirtual Terminal PaymentsVisual CommunicationsVisual Touch MessagingVoice BiometricsVoice MessagingVoice of the CustomerVoice RecordingWallboardsWeb Self ServiceWebsite SolutionsWorkforce Engagement Management (WEM)Workforce ManagementWorkforce Optimisation Reset Search Listings CONTACT CENTRE EVENTSEVENT CALENDAR
◄ Prev
JUNE 2021
Next ►
Sun
Mon
Tue
Wed
Thu
Fri
Sat
1
2
IPI: Build a busi...3
4
5
6
7
8
9
10
CCMA Special Inte...11
12
13
14
15
CCMA Quarterly Me...16
Call & Conta...
17
CCMA Special Inte...18
19
20
21
22
23
24
25
26
27
28
29
30
Video Player
https://contact-centres.com/wp-content/uploads/2021/05/videoplayback.mp4 Media error: Format(s) not supported or source(s) not foundDownload File:
https://contact-centres.com/wp-content/uploads/2021/05/videoplayback.mp4?_=1Download
File:
https://contact-centres.com/wp-content/uploads/2021/05/videoplayback.mp4?_=100:00
00:00
00:00
Use Up/Down Arrow keys to increase or decrease volume.* Legal Stuff
* Advertising
* About Us
(C) 147 Media Ltd 2021 - No part of this website can be reproduced without the written permission of the Publisher__
SUBSCRIBE TO CONTACT-CENTRES.COMSend Holler Box
Details
Copyright © 2024 ArchiveBay.com. All rights reserved. Terms of Use | Privacy Policy | DMCA | 2021 | Feedback | Advertising | RSS 2.0