Category Archives: Guest Content

Contact centres simplified: 3 ways to turn theory into practice

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions… Continue reading Contact centres simplified: 3 ways to turn theory into practice

How e-bot7 is shaping the FinTech sector with the use of Artificial Intelligence: Changes of the Finance and Fintech industry

Conversational AI in the financial sector is transforming the industry. With AI and chatbots, banks can scale their customer service and provide high-quality, fast responses for their customers on multiple channels. Scalability is a key differentiator in digital transformation, enabling established banks to keep up with new competitors. Continue reading How e-bot7 is shaping the FinTech sector with the use of Artificial Intelligence: Changes of the Finance and Fintech industry

Amplifying the employee experience at a time of hybrid work

Hybrid working is set to stay with us in the foreseeable future. But with no one-size-fits-all approach how can companies ensure their current work policy reflects the needs and wishes of their workforce? Sam Dennison, Employee Experience Lead UKI-MEA at Medallia explains how companies can navigate and design for the hybrid employee experience… Continue reading Amplifying the employee experience at a time of hybrid work

Mapping the Full Customer Journey – 3 Reasons Why Voice Matters

Too many organisations underestimate the power of voice and yet it continues to be the building block of an effective omnichannel customer engagement strategy. Kris McKenzie at Calabrio suggests the secret to success lies in blending voice, and its unfiltered insights, with your CRM to build better customer journeys… Continue reading Mapping the Full Customer Journey – 3 Reasons Why Voice Matters

What’s next for contact centres that moved to the cloud during the pandemic?

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres… Continue reading What’s next for contact centres that moved to the cloud during the pandemic?

It’s time to test your CX knowledge by entering the Calabrio Big CX Quiz

Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021… Continue reading It’s time to test your CX knowledge by entering the Calabrio Big CX Quiz