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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.
The Future of the Contact Centre is Right Here Right Now
WEBMar 10, 2022 · The future of the contact centre is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start of the pandemic, experts were forecasting the coming decline of the contact centre. No one could have predicted how shifts related to COVID-19 would shut ...
The Evolution of Customer Engagement in the Contact Centre
WEBOct 19, 2023 · The Evolution of Customer Engagement: Sabio Group Launches CX Realities 2023 to Help Navigate the New Era of Contact Centres. Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.
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 ...
CCMA Rebrands after 30 Years - contact-centres.com
WEB3 days ago · 4 October 2024. Contact- Centres. The CCMA, formerly known as the Call Centre Management Association, has rebranded as the CCMA Rebrands after 30 Years and has launched a fresh new visual identity at it’s annual UK National Contact Centre Conference in London. 2024 marks the 30th anniversary of the association that has been supporting the ...
Planning Tools & Techniques to Maximise Contact Centre …
WEBSep 21, 2022 · New tools and techniques are constantly emerging to help planners better predict contact volumes, improve demand planning and maximise contact centre performance. Here are the essentials: 1. Expect the unexpected – make the most of powerful “What-If” scenario planning built into modern workforce management (WFM) solutions to model the ...
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.
The Green Contact Centre – What it means and matters
WEBMay 6, 2020 · Building a greener contact centre – What it means and why it matters today by Jeremy Payne, VP of Product Marketing, Enghouse Interactive. While the current news agenda is understandably dominated by the evolving coronavirus outbreak, it seems certain that the issue of climate change will over the longer term re-emerge in the headlines and once again take its place at the forefront of the ...
- Contact Centre News Archives - contact-centres.com
WEB4 days ago · Firstsource Acquires Contact Centre Outsource Ascensos. 23 September 2024. Contact- Centres. Firstsource Acquires Ascensos – Acquisition aligned to strategic expansion into retail vertical,strengthen nearshore, multi-lingual capabilities Firstsource…. - Case Study - Contact Centre News FourNet.
Employee Rights Bill: Impact on Workforce Planning in Contact …
WEB6 days ago · 1 October 2024. Contact- Centres. The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening worker protections and enhancing employee welfare across various industries. The bill proposes significant reforms in areas such as job security, flexible working, pay transparency, and union rights.