CSM Magazine

JUNE 28, 2021

Young people had to face the challenge of gaining school work experience in an era where social distancing and other lockdown rules pose obstacles. For over a decade, the firm has been providing young school leavers with the opportunities to gain work experience under elite level organisations all around the UK.

Customer Service 52

Customer Service Construction Healthcare Marketing 52

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. Malaysia Malaysia is a rising star in the outsourcing industry, expecting to maintain a 3.1%

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Connect

DECEMBER 11, 2023

While the rapid development of generative AI platforms will certainly eliminate the need for agents to perform numerous customer service tasks, rather than displace them, this advanced technology will emerge as their saviour and benefit operators in the long run. By Martin Cross , Chief Strategy Officer at Connect.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. billion by 2030. billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

CSM Magazine

APRIL 20, 2021

Nick Dicksee, CPaaS Specialist Lead at Avaya UK&I, explains how organisations can catapult themselves into the future of work with a simple and powerful framework designed to aid Total Experience. And nearly half (46%) prefer to work remotely or at least be given the option and tools to do.

APIs 59

APIs Enterprise Technology Management 59

CSM Magazine

AUGUST 6, 2020

Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions.

Analytics 52

Analytics Engineering Quality management Contact Center 52

JivoChat

APRIL 25, 2021

Customer needs changed overnight, and emerging trends suddenly became more urgent, forcing sellers to rethink their game plan and embrace tech-driven online shopping trends. Today’s shoppers want a cohesive shopping experience that spans several channels. Omnichannel customers tend to spend more than single-channel shoppers.

Chatbots 52

Chatbots B2B B2C Sales 52