As technology becomes an ever more prevalent part of our everyday lives, there are signs that consumers are becoming increasingly accepting of its role in their shopping experience – such as through the presence of automated self-service computer screens in-store or chatbots through the online channel. Continue reading 50% of consumers want blend of technology and human input in retail experience, says Aspect Software research
Daily Archives: October 9, 2018
TTEC Unveils New Customer Experience Innovation Lab in Belfast, Showcasing the Company’s European Programs
TTEC, a leading global customer experience services provider focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands announced the opening of the company’s first Customer Experience (CX) Innovation Lab in Europe. Continue reading TTEC Unveils New Customer Experience Innovation Lab in Belfast, Showcasing the Company’s European Programs
TTEC Announces Global Launch of Humanify™ Insights Platform
TTEC, a leading global customer experience technology and services provider focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands announced the formal launch of its innovative analytics solution, Humanify Insights Platform. Continue reading TTEC Announces Global Launch of Humanify™ Insights Platform
Avaya Invests in Cogito, Deepening Partnership To Enhance Customer Experience Through Joint Development
Avaya announced its investment in Cogito, a leader in AI for emotional intelligence that enables organizations to sense human behavior and guide call centre agents to enhance productivity and customer experience. Cogito is a founding member of Avaya’s A.I.Connect developer ecosystem. Continue reading Avaya Invests in Cogito, Deepening Partnership To Enhance Customer Experience Through Joint Development
Davies broadens its customer experience and analytics capability through acquisition of Ember Group
Davies announces the acquisition of Ember Group Limited, a leading customer experience (CX) consulting and digital solutions business. Ember provides CX consulting, analytics, training and specialist resourcing to large organisations and major brands operating across a range of highly regulated and international markets, including insurance, utilities and financial services. The transaction will complete during October, subject to customary approvals. Continue reading Davies broadens its customer experience and analytics capability through acquisition of Ember Group
Tortoise or hare – which one best describes your contact centre?
According to Carlos Muňoz contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM… Continue reading Tortoise or hare – which one best describes your contact centre?