Hodusoft

SEPTEMBER 27, 2023

HoduSoft Honored with Omnichannel Contact Centre Excellence Award In today’s technologically advanced world of customer service and contact center solutions, companies that emphasize innovation and excellence are gaining a lot of success.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response Contact Center 52

CSM Magazine

SEPTEMBER 21, 2023

Cirrus, the leading contact centre solutions provider, today announces an upgrade to its revolutionary contact centre platform, and it’s set to transform customer service. This will enable contact centres across the UK to deliver improved customer service with significantly greater efficiency.

APIs 59

APIs Scripts Interactive Voice Response CRM 59

CSM Magazine

AUGUST 15, 2023

The categories are Payments Compliance Technology of the Year, Open Banking Initiative of the Year, and Payment Technology Provider of the Year- SME. Now in its eleventh year, the Payments Awards recognise and celebrate companies which have demonstrated excellence and innovation in the payments space.

Banking 52

Banking Technology Marketing Customer Service 52

CSM Magazine

OCTOBER 12, 2023

Sandra Haworth, Marketing Director at Cirrus Response , gives some good reasons why you should consider changing contact centre provider. When it comes to contact centre providers, making the switch to new ideas and tech or simply changing the way things are done, can lead to huge improvements in customer experience (CX).

Chatbots 52

Chatbots Customer centricity Scripts Technology 52

Connect

DECEMBER 5, 2023

After software, platform, desktop, workspace, contact centre and infrastructure had all been given the “as a service” treatment, XaaS was identified, presumably by the mathematically minded, as “anything as a service.” Every CRM provider will tell you they can manage your calls for you – so you don’t need a contact centre.

Cloud contact 66

Cloud contact Multichannel CRM Chatbots 66

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. TSA Group opted to migrate to the Alvaria Workforce, provided by Alvaria channel partner Call Design, to take advantage of the added capability and benefits of a contact centre-as-a-solution (CCaaS). About Call Design. About Alvaria.

Management 78

Management Finance Enterprise outsourcing 78

Call Design

JUNE 20, 2022

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. ROI alone prioritises intelligent automation over many other new innovations, with contact centres realising value fast.

Coaching 78

Coaching SaaS Engineering Management 78

CSM Magazine

OCTOBER 12, 2023

The new report provides organisations with strategic guidance on adapting to the seismic shifts in customer behaviour that are reshaping customer journey and contact service strategies. CX Realities 2023 is the third edition in Sabio’s acclaimed series providing expert insights on prospering in the current CX climate.

Technology 52

Technology Marketing Customer Experience Customer Service 52

CSM Magazine

MAY 25, 2023

Computer telephony integration (CTI) is revolutionizing the way contact centres are managed around the world. With Dynamics CRM, your business can now benefit from an integrated solution that helps simplify contact centre management across all channels. Why Should You Use It?

CRM 52

CRM Management Call Logging First call resolution 52

Select VoiceCom Blog

MARCH 1, 2023

Call Centre Customer Service Statistics and Trends to Know The Role of Call Centre Customer Service Call centres cover various tasks, including customer care, assistance, troubleshooting, or simply forwarding calls. Here are the other roles of customer centre service that will benefit your business.

Customer Service 52

Customer Service Self service Wait times Chatbots 52

CSM Magazine

AUGUST 30, 2022

Advisors are seeing this first-hand, with 76% of demand into an average contact centre coming via the voice channel. And with businesses and stores largely closed, the contact centre quickly became the new frontline for customer engagement. When there’s uncertainty, a phone call is the preferred option.

CRM 98

CRM Average Handle Time Consulting Consulting 98

Call Design

OCTOBER 12, 2022

The leaders in the development of safe, integrated and efficient transport systems for the people of New South Wales, Transport for NSW has selected Alvaria WEM Suite, provided by Alvaria channel partner Call Design. Steve Seger, Alvaria Chief Commercial Officer said, “It’s an honour to partner once again with Call Design.

Transportation 78

Transportation Management Employee engagement Consulting 78

Call Design

JULY 14, 2021

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia. In this blog we look at why some contact centres are coming home and what market factors are driving the shift.

outsourcing 78

outsourcing Technology Customer Service Marketing 78

Callminer

NOVEMBER 27, 2018

Jo Causon, the Institute’s chief executive, said companies should deal with problems promptly and get the balance right between technology solving the issues and human interaction with customers. And that got me thinking about where technology can add value and where there is no substitute for human engagement in the call centre.

Analytics 186

Analytics Coaching Technology Surveys 186

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

CSM Magazine

APRIL 25, 2023

Now in its 20 th year ContactBabel’s 2023 UK Contact Centre DMG highlighted the highest ever average speed to answer and call abandonment rates. This change has been mirrored in the increased number of automated and self-service payment options now available for contact centres, online and remote sales operations.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

CSM Magazine

MARCH 28, 2023

EvaluAgent has become the first to integrate Chat GPT into quality assurance call centre software industry wide – introducing SmartScore – a major milestone for the industry. It will reduce the time it takes to evaluate calls with customers and improve the consistency of scoring.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

CSM Magazine

MAY 12, 2023

Tony Smith, contact centre and employee experience expert, IR Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. The challenge is that today’s contact centre environment is hugely complex.

Customer Experience 52

Customer Experience Chatbots Self service Employee engagement 52

Call Design

MAY 12, 2021

New combined company will expand its global reach in the Customer Experience technology space. This merger will combine two of the leaders in the customer experience space into a major unified force for innovation and growth,” said Patrick Dennis, President & CEO of Alvaria. “Our Westford, MA. May 10, 2021. Yosef-Or. “He

Transportation 151

Transportation Healthcare Enterprise Technology 151

CSM Magazine

NOVEMBER 16, 2022

The new PCI Pal payment method allows contact centres to utilise open banking technology so customers can simply connect their mobile banking app through a ‘Pay by Link’ URL to make payment directly or to receive refunds instantly. We look forward to hearing the outcome of the awards in February.”.

Banking 52

Banking SaaS Technology Marketing 52

Global Speech Networks

FEBRUARY 2, 2022

This transition to digital engagement is delivered through modern cloud contact centre technology providing innovative opportunities for growth. Flexible, powerful and well-suited to the unique needs of financial services, cloud technology creates better experiences for both agents and customers.

Cloud contact 52

Cloud contact Technology Chatbots Self service 52

CSM Magazine

SEPTEMBER 22, 2022

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal. Pay by Bank from PCI Pal allows merchants to achieve the true benefits of open banking technology within their contact centre.

Banking 52

Banking SaaS Technology Customer Service 52

CSM Magazine

DECEMBER 20, 2021

Throughout my career I’ve been fortunate to build and use some fantastically innovative technology, but I cannot get away from the fact that technology is only as good as the people using it. And the people using it are more important to any organisation than technology in isolation.

Marketing 59

Marketing outsourcing Technology Self service 59

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Peter Mann.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CSM Magazine

NOVEMBER 15, 2022

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries. “We have worked with Sabio for a number of years in the UK and so are aware of their capabilities as a global CX specialist.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

CSM Magazine

DECEMBER 21, 2021

Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre.

Technology 59

Technology Analytics Average Handle Time Self service 59

Fonolo

SEPTEMBER 19, 2018

When a customer reaches out to you on a social channel (be it to your support-specific Twitter handle or via your Facebook business page, it’s important to aim to resolve their query or issue upon first contact. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

Airlines 237

Airlines Chatbots Education Contact Center 237

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . And these stressors are affecting everyone in the contact centre and beyond.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Seventy percent of contact agents say they are managing more calls than they did 18 months ago thanks to a marked rise in the good old voice communication.

Analytics 59

Analytics Self service Technology Metrics 59

Enghouse Interactive

MAY 28, 2021

Previously, customer contact has often been limited to office and telephone interactions. This has prompted the implementation of new innovative technologies – bringing forward plans and delivering new projects. The switch to a hybrid/blended contact model. Capacity has been a major issue for customer contact.

Customer Service 119

Customer Service Self service Government Banking 119

CSM Magazine

DECEMBER 6, 2023

Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models. CommBox is backed by the American equity fund PSG.

Customer Service 52

Customer Service Telecommunications Chatbots Healthcare 52

CSM Magazine

JUNE 23, 2020

Speech recognition software is becoming a key technology in our everyday lives, with 25% of Google searches made on the Android app being made via voice searches. Innovations such as automated compliance monitoring, emotion detection and biometric security functions are able to help call centres by making existing processes more efficient.

Technology 52

Technology Business Process Outsourcing Banking Consulting 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. A shift to hybrid working has also forced brands, who hadn’t done so already, to digitally transform, increasing the speed of technology adoption. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

CSM Magazine

APRIL 27, 2022

PCI Pal , the global provider of secure payment solutions, has today announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. For more information regarding PCI Pal, visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on LinkedIn: [link].

Government 52

Government SaaS Enterprise Technology 52

Connect

NOVEMBER 2, 2022

In recent history, the contact centre industry has seen tremendous technological innovation and advances. Most recently, Covid-19 caused significant disruption and pressure in the industry with increased call volumes and customer interactions, according to the Harvard Business Review. CX: An evolving concept.

Morale 40

Morale Cloud contact Benchmark Big data 40

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Contact centres are an integral part of delivering customer service. It is human nature but can be disastrous in the contact centre. However, the role of the agents working in them is rapidly changing.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

Select VoiceCom Blog

JUNE 13, 2023

AI technologies are transforming business operations, from chatbots providing instant customer support to intelligent data analytics improving decision-making. In virtual assistance, AI technologies interpret queries, find information, and provide real-time support, resulting in time savings and improved responsiveness.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52