Webinar: Customer Surveys – The big problem (and one or two others) with relying on customer surveys and how measuring quality can solve them.

From hype to reality: AI in the contact centre

Martin Taylor, Deputy CEO at Content Guru, explores how AI applications like Natural Language Processing and image recognition are already revolutionising the delivery of customer service… Continue reading From hype to reality: AI in the contact centre →

Effectively managing today’s workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact centre agents and customer engagement resources exponentially more challenging. Continue reading Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees →

Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand’s customer service department, and 47% said it was because they had to share personal information with a customer service agent. Continue reading Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud →

Moveworks announced it has raised a $75 million Series B financing round, bringing the company’s total amount raised to $105 million. New investors ICONIQ Capital, Kleiner Perkins and Sapphire Ventures led the round with participation from existing investors Lightspeed Venture Partners, Bain Capital Ventures, and Comerica Bank. Continue reading Moveworks Announces $75M Round Led By Kleiner Perkins, ICONIQ Capital and Sapphire Ventures →

Eckoh, the global provider of secure payment products and customer contact solutions, has been certified as a Gold Assure Program Partner for Ribbon Session Border Controller (SBC) technology. One of only five Gold Partners in the US. Continue reading Eckoh US Enhances Payment Offerings with Ribbon’s Market-leading Session Border Controllers →