Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres

Statistically, the majority of contact centres still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Continue reading Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres

TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience

TELUS International, a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, announced the results of a U.S. study analyzing consumer interest in personalized customer service experiences. Continue reading TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience

JCT600 invests over £1million in comms technology overhaul

Privately-owned motor firm JCT600 has invested over £1 million in a new cloud-based communications system to further improve its level of customer experience and legislative compliance. The solution – powered by Halifax-headquartered Vapour Cloud in strategic partnership with Leeds-based pure technology group (PTG) – will see JCT600 move to voice technology as cutting-edge as the cars it retails. Continue reading JCT600 invests over £1million in comms technology overhaul

Cogito Adds Accomplished Industry Leader as Chief Sales Officer

Cogito, a leader in real-time emotional intelligence solutions, is excited to announce the appointment of Jim Nystrom to Chief Sales Officer. In this role, Nystrom will be responsible for driving sales and educating organizations about how Cogito’s revolutionary artificial intelligence (AI) affords great benefit for customers, employees and a company’s bottom-line. Continue reading Cogito Adds Accomplished Industry Leader as Chief Sales Officer

New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks

Virtusa Corporation, a global provider of digital strategy, digital engineering, and IT outsourcing services that accelerates business outcomes for its clients, today announced the findings from The Top Global Banking Technology Trends, a July 2019 research paper commissioned by Virtusa and conducted by Finextra. Continue reading New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks