Changing Customer Behaviour Impacts Contact Centres and Creates New Demands for the Customer Experience

Noble Systems, a global leader in omnichannel contact centre technology solutions, recently conducted a contact centre market survey to explore changes in customer behaviours in the past year and to examine the impact of these changes on the industry. Continue reading Changing Customer Behaviour Impacts Contact Centres and Creates New Demands for the Customer Experience

Using automated analytics to identify contact centre issues and solutions in turbulent times

Doing business has never been more unpredictable. Success depends on identifying and analysing trends then quickly developing effective solutions. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Continue reading Using automated analytics to identify contact centre issues and solutions in turbulent times

Fusion BPO Selects NICE Workforce Management in the Cloud to Drive Efficiency Gains and Boost Customer as well as Employee Engagement

NICE announced that its Workforce Management (WFM) solution in the cloud has been selected by Fusion BPO to improve efficiency and empower increased employee performance. Continue reading Fusion BPO Selects NICE Workforce Management in the Cloud to Drive Efficiency Gains and Boost Customer as well as Employee Engagement

Macro 4’s new out-of-the-box self-service portal caters to rising demand from companies that are fast-tracking digital initiatives

Macro 4, a division of UNICOM® Global, has launched an out-of-the-box self-service portal that companies can set up within days to give their customers secure online access to information and documents relating to their customer journeys. Continue reading Macro 4’s new out-of-the-box self-service portal caters to rising demand from companies that are fast-tracking digital initiatives

Oracle Announces Cloud Customer Experience Updates

To help organizations create dynamic and memorable experiences for their customers, Oracle today announced the latest updates to Oracle Cloud Customer Experience (CX). The latest updates to Oracle Sales, Oracle Service, and Oracle Marketing help organizations accelerate sales cycles, resolve customer service inquiries faster, and develop engaging loyalty programs that can grow customer lifetime value. Continue reading Oracle Announces Cloud Customer Experience Updates

Command the Conversation with Poly’s New Squad of Personal Video Solutions to Look and Sound Your Best from Anywhere

Poly announced the Poly Studio P Series, the industry’s first professional-grade personal video conferencing equipment, designed to up the game of today’s remote worker. These personal video conferencing devices deliver the confidence, freedom and professional edge to look and sound your best wherever duty calls. Continue reading Command the Conversation with Poly’s New Squad of Personal Video Solutions to Look and Sound Your Best from Anywhere