Tag: Contact Centres

Technical advantages in cloud-based contact centres

The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs....

Staying Connected in Times of Crisis: How Contact Centre Services are Keeping Human Interaction Alive

During these challenging times, every industry has had to evolve and react to rapid changes in customer behaviour. Contact centres have been at the forefront of this shift and have been faced with unprecedented call volumes. While the UK looks to...

TTEC Announces Pega Partnership for Contact Centre ‘Transformation’

Digital CX technology and services company TTEC has announced a strategic partnership with software firm Pegasystems, Inc, to offer clients “industry-leading digital transformation solutions” to optimise Customer Experience within their contact centres.  With the partnership, Pega’s intelligent automation and customer engagement suite, combined...

You Can’t put a Price on Being Nice: Top Tips for Call Centre Staff

For many organisations, the contact or call centre is still the shopfront of the business. At last count, there were 6,175 contact centres in the UK, employing some 772,500 agents. As the first port of call for clients and customers,...

Sharpening Skills at the Contact Centre Masterclass

A fresh crop of eager professionals has benefited from the expert knowledge of CX and contact centre guru Daniel Ord at the latest High Performance Management for Inbound Contact Centres Masterclass. Delegates from across the UK arrived in London for the two-day...

Seven Ways AI Transforms Your Contact Centre Team Into Superheroes

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...

Diversity & Inclusion: The Keys to Improved Customer Contact

In the world of customer contact, the nurturing of a diverse and inclusive culture not only creates a team that reflects the market it is serving, but it generates an environment where people can bring their whole selves to work...

Discussing Innovation and Excellence With Genesys’ Chris Connolly

A thought leader and visionary when it comes to bleeding-edge Customer Experience technology, Chris Connolly is an interesting man to know. A man fortunate enough to be Vice President of Product Marketing at Genesys, his genial Aussie exterior belies a knowledge of...

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...