The biggest challenge most large organisations face in the age of Big Data is the fact that their content is fragmented and uncategorised rather than the sheer volume of information being generated, a new study from MindMetre Research reveals. The report shows that 71% of respondents say the content they need is scattered among different business units and stored in different formats, while 56% say it is not labelled with the metadata necessary to make it easy and quick to find. Continue reading Research shows ‘Content Intelligence’ is the major Big Data hurdle facing large organisations
Nothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution. Continue reading Web chat: Why it’s becoming the customer channel of choice
iAdvize, the real-time customer service solution and CallCentre.co.uk have published the results of their 2013 survey: ‘Web chat for customer service – the state of play for web chat in the UK’. Continue reading Web chat adoption slow on the update despite positive feedback from those who have implemented it
Cyara announced that it has launched its Expert Partner Program worldwide, naming BrightContact as its first expert partner in Europe. Cyara works with expert partners in the design and delivery of contact centre implementations enabling organizations to deliver precisely the customer experience they have designed. Cyara has recruited a number of partners worldwide, but BrightContact is the first European partner to incorporate Cyara’s comprehensive, automated contact centre testing software into its unique Customer Experience Innovation Lifecycle. Continue reading Cyara Announces BrightContact As Its First Expert Partner in Central Europe