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网页Contact Centre Report: The CallMiner CX Landscape Report 2024. 10 September 2024. Contact- Centres. Over the last two years, organisations have been quick to implement AI (sometimes at the expense of cost…. Contact Centre News and Information from the UK Contact Centre Industry. The go to website for all contact centre professionals.
Contact Centre Management: What It Is and 7 Best Practices
网页2022年4月19日 · Call centre management best practices. 1. Hire the Best Employees. It’s a no-brainer but super important: hire the best employees. Working at the service level requires more than just basic communication skills. You’ve got to make sure you screen all prospective employees, assessing their level of customer care, memory, articulation ...
The Future of the Contact Centre is Right Here Right Now
网页2022年3月10日 · As this virtual contact centre of the future starts to evolve, and optimize, we’re going to see gains in productivity of 10 to even 20%, resulting from this more flexible workforce. This new agile model will be more challenging to manage, but the winners are going to be those that can really get that right.
The Importance of Fraud Prevention Training in Contact Centres
网页20 小时之前 · Here are four counter-fraud measures that contact centre managers should consider: 1. Roll out a fraud risk assessment: To be delivered across the business and which identifies where vulnerabilities lie. 2. Update systems and processes: Where possible and identify any gaps that criminals can exploit. 3.
Contact Centre Analyst Report: 11 Vendors Ranked
网页2023年9月4日 · The long wait is over! Forrester has published its ranking of 11 software solution providers in the conversation intelligence space, specifically for customer service. And CallMiner has been named the sole Leader. What Forrester Has to Say About CallMiner. “CallMiner translates its mission statement, “elevating insights from the contact ...
How COVID-19 Has Impacted on Contact Centres
网页2020年10月6日 · How COVID-19 Has Impacted the Progression of Contact Centres Gary Williams, Director of Sales and Consultancy at Spitch, explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services.
3 Contact Centre Trends that will Shape 2023
网页2023年1月5日 · Trend 3: Diving deeper with data & analytics. To meet evolving customer expectations and improve CX, there will be a continued focus on the value of analytics and data in 2023, supported by AI and automation. There is a huge value in mining data from customer journeys – and using technologies like automated speech and text analytics gives ...
Six Trends That are Transforming the Contact Centre
网页2020年8月25日 · 6. Contact centres are becoming more strategic – contact centres are become more strategically important to organisations as customer channels proliferate and the contact centre ins involved in a wider array of customer journeys.”. Børge Astrup, CEO at Puzzel, commented: “I am genuinely encouraged by the insights from this first wave of ...
Understanding the Importance of the Contact Centre
网页2022年6月27日 · Being helpful and understanding has always been key to providing good customer service, but it holds more value in a post-pandemic era. With more customers likely to go online or pick up the phone to engage with businesses, more interactions are taking place with contact centre agents, so having a caring and humane workforce holds more importance.
- Industry News Archives - contact-centres.com
网页2024年9月10日 · Jabra Unveils its AI-Powered Speech Enhancement Solution for Contact Centre Professionals. 10 September 2024. Contact- Centres. • Jabra launches Jabra ClearSpeech, an AI-driven solution to enhance speech on calls, helping professionals to…. - Events - Industry News Puzzel.