The Gartner Customer Service and Support Predictions for 2024 Explore the Transformative Impact of AI… Continue reading Gartner Predicts that with Advances in GenAI 30% of Fortune 500 Companies Will Consolidate Postpurchase Tasks Into a Unified Customer-Facing Role by 2027
Category Archives: Guest Content
Integrated automation: How AI is reshaping customer interactions in contact centres
Howard Williams, Commercial Director of Parker Software explains how customer service teams can enjoy efficient, consistent customer service while maintaining the human touch, by embracing AI… Continue reading Integrated automation: How AI is reshaping customer interactions in contact centres
The Great AI Paradox for Contact Centre Agents
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more—not fewer—agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. Continue reading The Great AI Paradox for Contact Centre Agents
40% of CX Leaders voted contact centre reporting as a top challenge in 2023
The latest research shows that contact centre reporting is suffering, with organisations being left without a single consolidated view of how the contact centre is performing. Continue reading 40% of CX Leaders voted contact centre reporting as a top challenge in 2023
Calabrio: A Common-Sense Approach to Employee Engagement
The message from Dave Hoekstra at Calabrio is ‘Keep it simple.’ Discover the secret to agent wellbeing in your contact centre with hints and tips that work… Continue reading Calabrio: A Common-Sense Approach to Employee Engagement
All You Need to Know About Creating Flexible Contact Centre Teams
Agents today expect far higher levels of flexibility than ever before. Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. Continue reading All You Need to Know About Creating Flexible Contact Centre Teams