Tag: Customer service

70% of contact centre agents would recommend their job

A new survey by Calabrio and the Get Out of Wrap podcast shows that 70% of contact centre agents would recommend their roles to others, and 66% are generally satisfied with their jobs. However, 62% still lack a clear career...

Optimizely introduces AI agents to transform marketing workflows

Optimizely has launched AI-powered marketing agents to enhance core functions like content creation, campaign management, project oversight, and experimentation analysis. “These Opal advancements are a game-changer for marketers, revolutionising how they harness AI across their everyday tasks. Our suite of tools...

Talkdesk streamlines agent workflows with embedded CX solutions

Talkdesk has announced a new way to streamline the agent experience by integrating its tools directly into widely used customer relationship management (CRM) and helpdesk platforms. The new offering, Talkdesk Embedded, allows businesses to integrate Talkdesk Workspace, Talkdesk Conversations App, and...

How customer communication management enhances business success

Customers are the core of every business, and how you communicate with them can make or break the business. Today, there are many ways to reach out, from email and social media to phone calls and live chat. There are...

4 Myths about contact centre consumption-based billing that need to be debunked in 2024

You’ve just added a cloud service for your 500 headcount contact center, entering into a per-seat agreement with the vendor. While the seat-based model may appear to offer a flat recurring expense, it’s costing your organisation more than you realise....

This week in CX: rethinking the future with green jobs and digital disruption

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at how we need to think in order to change CX for the better, unifying customer and employee experiences, and are customers aware...

Five9’s latest AI Agents aim to combine speed, flexibility, and human-like engagement

Five9 has unveiled the latest in its Genius AI suite, the Five9 AI Agents, to allow businesses to deploy chat and voice bots that provide human-like conversational abilities, combining the depth of knowledge and speed of AI. By blending generative...

Increased performance pressures drive 100% of contact centres toward AI solutions

A new report from Level AI shows the evolving demands facing contact centres, with nearly 70% of leaders reporting heightened pressure on their operations over previous years, while only 3.9% have experienced any reduction. The study highlights how AI and...

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

Intradiem and Five9 unite to boost agent productivity and customer satisfaction

Intradiem has partnered with Five9 to transform how contact centres manage efficiency, productivity, and workforce satisfaction. This partnership utilises Intradiem’s patented real-time automation capabilities alongside Five9’s advanced, cloud-based CX platform, allowing contact centres to optimize resources, reduce costs, and enhance...