With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling… Continue reading Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres
Monthly Archives: May 2022
Headsets.com Leverages Vonage Integrated Unified Communications and Contact Centre to Deliver Seamless Agent Experience and Peerless Customer Service
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, provides an integrated unified communications and contact centre solution to Headsets.com, enabling seamless agent experience and peerless customer service. Continue reading Headsets.com Leverages Vonage Integrated Unified Communications and Contact Centre to Deliver Seamless Agent Experience and Peerless Customer Service
Quick Results at Capita with Xdroid’s Real-Time Agent Assist
Capita’s Assisted Customers Conversations (ACC) is a revolutionary service that is powered by Xdroid’s dual system Speech Analytics for its operations. The Real-time analytics of the solution has yielded excellent results with regard to efficiency, compliance, and agent satisfaction. Continue reading Quick Results at Capita with Xdroid’s Real-Time Agent Assist
LiveVox and Omdia Study Finds that Slow Digital Adoption and Unnecessary Complexity in the Contact Centre Harm Customer Experience by Impeding Agent Productivity
LiveVox, a leading cloud-based provider of customer service and digital engagement tools, and Omdia, a leading research and advisory group focused on the technology industry, released the results of a joint study commissioned to understand how well contact centre agents are equipped to provide exceptional customer experience in today’s digital environment. Continue reading LiveVox and Omdia Study Finds that Slow Digital Adoption and Unnecessary Complexity in the Contact Centre Harm Customer Experience by Impeding Agent Productivity
ASC Offers Compliance Recording for RingCentral
ASC Technologies, one of the worldwide leading providers of software and cloud solutions in the field of omni-channel recording, quality management and analytics, now offers a recording solution for RingCentral. Continue reading ASC Offers Compliance Recording for RingCentral
Conversica’s Conversations Now Enhanced with 6sense Account Insights
Conversica, the leading provider of Conversational AI solutions for enterprise revenue teams, announces a new Conversational Account-Based Marketing (ABM) integration with 6sense, a leading platform for B2B organizations generating predictable revenue. Continue reading Conversica’s Conversations Now Enhanced with 6sense Account Insights