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...be easily avoided. The shift away from bricks and mortar call centres with rigid on-prem systems to agile Contact Centre as a Service (CCaaS) models has made it easier ...

...for people to work in contact centres, answering calls. At the least, surely call numbers and employment will drop drastically, meaning investment focus should be elsewhere? ...

...Speak to an expert Modern Data Centres for Modern Demands  Even in a cloud-first era, the data centre remains vital. From latency-sensitive apps to regulated workloads, ...

...explores the customer experience strategies and technologies that are set to make the biggest difference to your contact centre in the year ahead. View guide Discover how: ...

...business, it’s vital to drive collaboration between your teams. A centre of excellence (or CoE as we’ll continue to refer to it) is a method of bringing together ...

...and documenting every interaction. As a result, CX and contact centre leaders are finding it harder to meet goals like: Shortening onboarding time for new joiners Improving ...

Contact centres are very much on the frontline when it comes to recession-proofing the business. Customer expectations for empathetic, highly personalised service are rising. ...

Overseen by a central group function in Germany, HelloFresh contact centres in Manila and Palawan support multiple brands – HelloFresh, GreenChef, Factor, Good Chop, ...

Over the last 10 years there has been a steady reduction in phone calls to contact centres as customers are offered alternatives such as email, webchat and social messaging. ...

...centre industry’s most pressing challenges and rewarding opportunities. An illuminating agenda featured engaging customer stories, speakers, panel discussions, product ...