Daily Archives: February 11, 2021

Market Research

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 →

Guest Post

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 →

Who's Buying What?

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 →

Technology

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 →