Fri.Nov 02, 2018

Should your Contact Centre join the Cloud?

Connect Managed

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology.

Digital disruption is changing our lives…and its impact on the contact centre is no different


The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment.

How Customers Make Rules for Themselves

Beyond Philosophy

Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level.

Contact Center Pipeline Magazine: Inside Our November 2018 Issue

Contact Center Pipeline

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. We cannot escape the future.

My Latest Podcast - Adopting Collaboration in the Digital Workplace

Jon Arnold

Subscribers to my newsletter have already seen and/or heard this podcast, but for just about everyone else, this will be new. I produce a monthly newsletter updating my activities and sharing industry insights, including a podcast that I produce with colleague Chris Fine.


More Trending

5 Things We Learned: Customer Service in the Age of AI with Salesforce & 4C

DigitalGenius Blog

Recently, DigitalGenius participated in a joint webinar with Salesforce and 4C on the topic of Customer Service in the Age of AI , covering a range of topics from the application of machine learning technologies, to best practices in implementation, to the changing role of customer service.

Customer Service vs Help Desk vs Customer Success – Defining the Terms

B2B Customer Service Blog - TeamSupport

When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around.

B2B 56

12 Reasons you Need a Virtual Phone Receptionist Service

Ambs Call Center

Using a virtual phone receptionist is a great way to impress your callers. On top of that it helps you take control of your calendar and focus on the things that matter. Here are 12 reasons why using a virtual answering service will help your business.

What’s Cooking at Kommunicate? – Release Notes, October 2018


For previous release notes, head over here. Editable user information section The user information section in the Conversations screen now supports manual editing. You can edit the user information section to update user’s name, email ID or phone number. Share conversations directly with teammates We have made it easier for your team to share customer conversations [.]. The post What’s Cooking at Kommunicate? – Release Notes, October 2018 appeared first on Kommunicate Blog.


The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Voice Broadcasting Benefits Your Business In Several Ways – Find Out How


Reach. Businesses must reach existing and potential customers and do it before others get there first and do so effectively at a low cost. The solution is voice broadcasting. A sophisticated yet simple to use voice broadcasting solution does more than just send recorded voice messages to a select target audience. It is simple in that it is a hosted voice broadcasting software which means you do not need to install any additional hardware.

How to create a business case for de-scoping your contact center from PCI DSS audit


Removing your contact center from the scope of PCI DSS audit is a smart strategy – we call it ‘de-scoping’. But how are you going to convince your business and senior management that it’s the right move