Laura Bassett, Vice President of Product Marketing at NICE – All too often, when a customer proactively engages with a company to ask a question, address a problem, or make a change; they are met with friction. Difficult-to-navigate apps, long wait times, and lacklustre chat bot responses are just a few of the examples where friction ultimately creates a negative experience despite a customer being willing to engage. Continue reading How CX Leaders Build Micro-Moments by Empowering Agents
Daily Archives: June 13, 2022
Energia Group recruiting for ‘virtual contact centre’ – one of the first in Northern Ireland
Power NI, part of Energia Group, has announced that it is recruiting for its ‘virtual contact centre’, one of the first in Northern Ireland. The contact centre will offer applicants the opportunity to forge a new type of virtual career. Continue reading Energia Group recruiting for ‘virtual contact centre’ – one of the first in Northern Ireland
Woven announces acquisition of SA Commercial
Woven is thrilled to share the news of its continued expansion with the acquisition of the oldest independent BPO, a thriving contact centre operation in Cape Town – SA Commercial. Continue reading Woven announces acquisition of SA Commercial
ASAPP Launches AutoCompose™ to Automate 70% of Contact Center Agent Messages
ASAPP, Inc., the AI Cloud company launched AutoCompose —a new AI Service that suggests the right responses for digital messaging agents, enabling up to 70% of agent responses and driving higher productivity, satisfaction and concurrency. Continue reading ASAPP Launches AutoCompose™ to Automate 70% of Contact Center Agent Messages
GoTo Resolve Expands Functionality to Further Enhance All-In-One IT Management and Support Solution for SMBs
GoTo, the all-in-one business communications and IT Support platform, announced new features and Remote Monitoring and Management (RMM) capabilities for its recently launched GoTo Resolve product. Continue reading GoTo Resolve Expands Functionality to Further Enhance All-In-One IT Management and Support Solution for SMBs
eGain Knowledge Hub™ now available for Cisco Webex Contact Center
eGain, a leading cloud platform provider for customer engagement automation, announced that its award-winning solution for knowledge management—eGain Knowledge Hub™— is now integrated with Cisco Webex Contact Center. Continue reading eGain Knowledge Hub™ now available for Cisco Webex Contact Center