ARCHIVE FOR THE ‘contact-centres’ CATEGORY

Introducing Self Service and Artificial Intelligence Without Sacrificing the Human Touch

Jun 24, 2019 • FeaturesSoftware & AppsFuture Technologycontact centresCustomer Serviceomni channelfield serviceIFSomnichannel

The Importance of Transforming Customer Care

Jun 17, 2019 • FeaturesSoftware & AppsFuture Technologycontact centresCustomer Serviceomni channelfield serviceIFSomnichannel

Over one million UK jobs at risk from contact centre crisis

Mar 21, 2018 • ManagementNewsalldaypacontact centresWeb Chat

Smaller UK contact centres need to “evolve or fail”, according to one of the sector’s leading players. Manchester-based allldaypa, the leading contact centre for the SME industry, reports that businesses face a ‘perfect storm’ of market...

AVAYA announce a new AI called AVA designed to enable service companies deliver better customer experience

Feb 16, 2018 • NewsArtificial intelligenceAvayaAvaya Avacontact centresCustomer ExperienceFuture of FIeld ServiceService Triage

Avaya has recently announced advancements in delivering and integrating artificial intelligence (AI) technologies into contact centres to improve the customer experience...

New research from the CCA reveals agent training is falling behind customer expectations

Jan 16, 2017 • ManagementNewscontact centresCustomer Serviceresearch

Research reveals that one third of organisations are challenged with gaps in skills, yet only 5% will increase their training to meet the changing customer demands in the future whilst 60% stated a future adviser should be able to handle complex...

‘AUTOMATONS’, NOT AUTOMATION, ARE THE WORST THING ABOUT CONTACT CENTRES, STUDY FINDS

Jan 10, 2017 • NewsAutomationContact Centrecontact centresinisoftSoftware and Apps

Call centres staffed by operatives who are not able to make decisions rate considerably worse than call centres that can automate processes, research from [1] Inisoft reveals...

xMatters Announces Updated Intelligent Communications Solution

Apr 17, 2015 • NewsContact Centrecontact centresproduct updatexMAtterssoftware and apps

xMatters, inc., a provider of communication-enabled business processes, have recently announced a major new release of one of the industry’s most advanced communications systems for managing, deploying and rapidly resolving IT incidents.

mplsystems highlights 2015's five key Customer Engagement Centre technology trends

Dec 16, 2014 • Featurescontact centresFuture of FIeld Servicefuture of field servicemplsystems

mplsystems, the UK multi-channel contact technology specialist, believes that 2015 will be the year that truly configurable, mash-up powered Customer Engagement Centres start to set the customer contact technology agenda.

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