The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today. Initially, the key focal point for businesses was increasing operational efficiencies. Continue reading Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
Enghouse Interactive Announces Microsoft Office 365 Contact Centre Solutions for North America
Today from Microsoft Ignite 2017, Enghouse Interactive introduced Communications Center for Microsoft Office 365, providing organizations in North America a choice of contact center deployment strategies, including hosted, hybrid and on-premise environments. This offering delivers rich contact center capabilities and deployment choices to a wider range of Microsoft unified communications’ users, on Office 365 or Skype for Business. Continue reading Enghouse Interactive Announces Microsoft Office 365 Contact Centre Solutions for North America
Webhelp and Content Guru Unveil Customer Engagement Partnership
Content Guru has entered into an important new partnership with leading global customer experience expert, Webhelp. This partnership will see the delivery of award-winning storm® Customer Engagement Hub™ and Cloud Contact Centre services to Webhelp’s enterprise clients across Europe and beyond. Continue reading Webhelp and Content Guru Unveil Customer Engagement Partnership
Newcastle Contact Centre Announces 155 Seasonal Jobs
Job seekers in the region are being given the opportunity to earn extra money in the lead-up to Christmas as Newcastle-based Echo-U prepares for one of its busiest periods. The Tyneside contact centre is looking to fill 155 temporary customer service representative roles working across its largest client, DPD, to handle an increase in demand as more parcels are sent. Continue reading Newcastle Contact Centre Announces 155 Seasonal Jobs
IPsoft Launches Amelia Healthcare Practice to Transform the Healthcare Workforce and Patient Experience with Cognitive AI
IPsoft, is to launch a vertically focused portfolio of solutions for the healthcare industry based on its AI platform, Amelia. A series of Amelia Health Agent offerings are under development in a program of co-collaboration with healthcare providers, health systems, health insurers and life sciences organizations. The first releases will target high volume processes and interactions that will deliver tangible improvements for providers, insurers, carers and patients. Continue reading IPsoft Launches Amelia Healthcare Practice to Transform the Healthcare Workforce and Patient Experience with Cognitive AI
A culture of employee engagement – there’s more to it than just happy employees
Colin Hay at Puzzel suggests that there’s more to employee engagement than just creating ‘happy’ or ‘satisfied’ employees… It’s often claimed that engaged employees are generally considered to have a greater emotional commitment to their organisations than disengaged employees. They are also said to care more about what they do, where they work, and whether their organisations are successful in meeting key business goals. Continue reading A culture of employee engagement – there’s more to it than just happy employees