Guest Post by Bhupender Singh, CEO of Intelenet® Global Services, says social media presents a new opportunity for call centre agents to interact with customers… Continue reading A well-structured Multichannel Strategy is essential for call centres to engage with new age customers
Category Archives: Guest Content
The GDPR Countdown
Guest Post by Andrew Ford, Red Box Recorders CMO… With just over 12 months to go until the implementation of the General Data Protection Regulation (GDPR) directive, contact centres across Europe must consider how these far-reaching changes will affect how they handle and protect the data collected from customer communications. The legislation covers all areas of consumer data and includes new penalties for those failing to comply, meaning financial implications for businesses along with operational considerations. Continue reading The GDPR Countdown
The rise of the multi-skilled agent
Thomas Rødseth at Puzzel (formerly Intelecom), advocates taking a cloud-based approach to empowering next generation contact centre agents… Continue reading The rise of the multi-skilled agent
AI isn’t for the future – it’s here today and already transforming customer engagement
For those organisations that still see Artificial Intelligence (AI) as an emerging technology that they probably don’t have to start thinking about yet, customer contact technology specialist Sabio has a wake-up call: AI is here already and busy powering many of the best practice customer journeys. Continue reading AI isn’t for the future – it’s here today and already transforming customer engagement
Five Top Tips for a Successful Self-Service Strategy
When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti, outlines 5 top tips for self-service success… Continue reading Five Top Tips for a Successful Self-Service Strategy
It’s all about data: the use of analytics in the cloud contact centre
Guest Post by Dean Manzoori, Vice President of Product Management for UCaaS, Masergy… Continue reading It’s all about data: the use of analytics in the cloud contact centre