Playvox, the leading CRM-connected omnichannel contact centre provider of Workforce Engagement Management solutions, is launching its new Capacity Planner solution at the Society for Workforce Planning Professionals Annual Conference April 4-6 in Nashville, Tenn. Continue reading Playvox Unveils Dynamic Capacity Planner
Monthly Archives: April 2022
Brisbane firm Sigma Connected secures first outsourcing contract with E.ON Next
A Brisbane outsourcing firm which entered the Australian market last year has announced its first contract win with utility giant E.ON Next. Continue reading Brisbane firm Sigma Connected secures first outsourcing contract with E.ON Next
Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand
Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they needed additional information or confirmation, according to Gartner, Inc. This flawed approach to proactive customer service can create customer confusion and unanswered questions that erode the benefits of a proactive strategy. Continue reading Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand
Cyara Adds Leading Automated Chatbot Testing to Customer Experience Assurance Offerings with Acquisition of Botium
Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, closed its acquisition of industry-leading automated chatbot testing company, Botium, which adds chatbot and conversational AI testing capabilities to its portfolio, further solidifying its position as the global leader in the CX testing and assurance market. Continue reading Cyara Adds Leading Automated Chatbot Testing to Customer Experience Assurance Offerings with Acquisition of Botium
Workforce wellbeing – what does it really mean and why does it matter more than ever?
Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing… Continue reading Workforce wellbeing – what does it really mean and why does it matter more than ever?
Vonage partners with Curious Thing to positively impact public safety
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced that Australia-based startup Curious Thing is using the Vonage Communication Platform (VCP) to scale its solutions and improve customer experiences with automated and AI-enabled proactive customer engagement. Continue reading Vonage partners with Curious Thing to positively impact public safety