The Gig Economy is becoming increasingly popular and customer service agents are looking to get in. According to Aspect Software’s 2nd annual 2018 Agent Experience Index, customer service agents might be the next wave of workers who want the option of an ‘on-demand’ job. Continue reading Gig Economy on the Rise: Customer Service Agents Show Strong Interest Working as On-Demand Agents
Monthly Archives: July 2018
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
New Aeriandi survey reveals voice is the silent cyber security threat
A new study from voice security company, Aeriandi, has highlighted UK organisations’ contradictory attitudes towards the voice channel, increasing the chances of their customers’, employees’ and partners’ data being exposed to unauthorised parties – and as a result falling foul of the new General Data Protection Regulation. Continue reading New Aeriandi survey reveals voice is the silent cyber security threat