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WEBContact Centre Report: The CallMiner CX Landscape Report 2024. 10 September 2024. Contact- Centres. Over the last two years, organisations have been quick to implement AI (sometimes at the expense of cost…. Contact Centre News and Information from the UK Contact Centre Industry. The go to website for all contact centre professionals.
Contact Centre Management: What It Is and 7 Best Practices
WEBApr 19, 2022 · Call centre management best practices. 1. Hire the Best Employees. It’s a no-brainer but super important: hire the best employees. Working at the service level requires more than just basic communication skills. You’ve got to make sure you screen all prospective employees, assessing their level of customer care, memory, articulation ...
The Future of the Contact Centre is Right Here Right Now
WEBMar 10, 2022 · As this virtual contact centre of the future starts to evolve, and optimize, we’re going to see gains in productivity of 10 to even 20%, resulting from this more flexible workforce. This new agile model will be more challenging to manage, but the winners are going to be those that can really get that right.
Contact Centre Analyst Report: 11 Vendors Ranked
WEBSep 4, 2023 · The long wait is over! Forrester has published its ranking of 11 software solution providers in the conversation intelligence space, specifically for customer service. And CallMiner has been named the sole Leader. What Forrester Has to Say About CallMiner. “CallMiner translates its mission statement, “elevating insights from the contact ...
Firstsource Acquires Contact Centre Outsource Ascensos
WEB21 hours ago · Firstsource Solutions Limited, a leading global provider of specialist domain-led Business Process Services (BPS) and an RP-Sanjiv Goenka Group company, has acquired Ascensos, a leading UK-headquartered contact centre customer experience outsourcing partner for retail and eCommerce businesses. Dr. Sanjiv Goenka, Chairman – RPSG Group and ...
The Importance of Fraud Prevention Training in Contact Centres
WEB13 hours ago · Here are four counter-fraud measures that contact centre managers should consider: 1. Roll out a fraud risk assessment: To be delivered across the business and which identifies where vulnerabilities lie. 2. Update systems and processes: Where possible and identify any gaps that criminals can exploit. 3.
How COVID-19 Has Impacted on Contact Centres
WEBOct 6, 2020 · How COVID-19 Has Impacted the Progression of Contact Centres Gary Williams, Director of Sales and Consultancy at Spitch, explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services.
3 Contact Centre Trends that will Shape 2023
WEBTrend 3: Diving deeper with data & analytics. To meet evolving customer expectations and improve CX, there will be a continued focus on the value of analytics and data in 2023, supported by AI and automation. There is a huge value in mining data from customer journeys – and using technologies like automated speech and text analytics gives ...
Understanding the Importance of the Contact Centre
WEBJun 27, 2022 · Being helpful and understanding has always been key to providing good customer service, but it holds more value in a post-pandemic era. With more customers likely to go online or pick up the phone to engage with businesses, more interactions are taking place with contact centre agents, so having a caring and humane workforce holds more importance.
- Industry News Archives - contact-centres.com
WEBSep 10, 2024 · Jabra Unveils its AI-Powered Speech Enhancement Solution for Contact Centre Professionals. 10 September 2024. Contact- Centres. • Jabra launches Jabra ClearSpeech, an AI-driven solution to enhance speech on calls, helping professionals to…. - Events - Industry News Puzzel.
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