The future of the contact centre – genuine omnichannel engagement

We are all familiar with contact centres; they are the places we call when we feel unhappy with, confused or annoyed by a brand, or when we need information about a product or service. Recently, technology has given us more ways than ever to contact these helpful people — even if those ‘people’ are sometimes robots — with the advent of chatbots, web chat and e-mail. Continue reading The future of the contact centre – genuine omnichannel engagement

How Disconnected Systems are Destroying the Customer Experience

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organisations increasingly acknowledge that the CX is an important competitive differentiator and it must be leveraged at all available opportunities. One of the most important places to ensure that people, processes, and technologies align with customer experience strategy is in the contact centre. That warrants asking, is the contact centre ready to handle the needs and expectations of the modern consumer? Continue reading How Disconnected Systems are Destroying the Customer Experience

NICE Satmetrix Unveils Updated Net Promoter® Masterclass to Help Customer Experience Professionals Realize Immediate Impact

NICE announced the availability of online access to a new Net Promoter Masterclass by NICE Satmetrix, the leading global provider of customer feedback management software and the co-creator of NPS. The comprehensive training in Net Promoter methodology was developed for NICE Satmetrix by strategic partner Owen CX specifically to help companies succeed in today’s rapidly evolving digital business environment. Continue reading NICE Satmetrix Unveils Updated Net Promoter® Masterclass to Help Customer Experience Professionals Realize Immediate Impact

Pivotal Data improves contact centre CX with advanced voice authentication

Pivotal Data, has seamlessly integrated OneVault’s voice biometric authentication solution into its contact centre solution as a value-added feature. According to Bruce Arnold, CEO at Pivotal Data, today’s hyper-connected consumers demand efficient service, quicker transactions and a frictionless experience when engaging with a contact centre. Continue reading Pivotal Data improves contact centre CX with advanced voice authentication