Howard Williams, Commercial Director of Parker Software explains how customer service teams can enjoy efficient, consistent customer service while maintaining the human touch, by embracing AI… Continue reading Integrated automation: How AI is reshaping customer interactions in contact centres
Category Archives: Guest Post
The Great AI Paradox for Contact Centre Agents
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more—not fewer—agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. Continue reading The Great AI Paradox for Contact Centre Agents
Calabrio: A Common-Sense Approach to Employee Engagement
The message from Dave Hoekstra at Calabrio is ‘Keep it simple.’ Discover the secret to agent wellbeing in your contact centre with hints and tips that work… Continue reading Calabrio: A Common-Sense Approach to Employee Engagement
All You Need to Know About Creating Flexible Contact Centre Teams
Agents today expect far higher levels of flexibility than ever before. Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. Continue reading All You Need to Know About Creating Flexible Contact Centre Teams
How a connected experience can drive business success
In this article, Medallia’s General Manager & SVP, UK&I and MEA, Eduardo Crespo looks at why capturing the customer experience across the organisation holistically, rather than separately within each department, results in a smoother customer journey and improved business results… Continue reading How a connected experience can drive business success
Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way… Continue reading Don’t Drop the Omni-Channel Baton and Win the CX Relay Race