8×8 Unveils Latest Enhancements to Customer Engagement Solutions
8×8 has highlighted the latest enhancements to the 8×8 integrated cloud contact centre and unified communications platform. These include 8×8 Engage for cross-organization customer engagement, Proactive Outreach for 8×8 contact centre and Unified Communications to eliminate the reactive nature of […]
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Ofcom Latest: What Contact Centre Leaders Need to Know
As a contact centre leader, staying on top of regulatory changes is crucial to ensure compliance and a customer-centric approach. Ofcom, the UK’s communications regulator, has recently published its Plan of Work for 2024/25, outlining its priorities and projects for […]
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Ditch Unreliable Customer Surveys with New xNPS
evaluagent has announced a leading-edge new feature coming to its award-winning platform evaluagentCX. xNPS (Expected Net Promoter Score) has been designed to replace post-contact surveys with a generative AI-based result from every interaction. Requiring no historical data to get up […]
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Playvox and Freshworks Partner to Revolutionise Workforce Management
Playvox has officially announced its new Workforce Management Software (WFM) integration to Freshworks Customer Service Applications via an app on the Freshworks Marketplace. The AI-powered app will help businesses better manage their agent schedules in an omnichannel setup, forecast support […]
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Sabio Launches New WFM eBook to Maximize Contact Centre Efficiency
Sabio Group has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce. The latest thought leading offering from Sabio – entitled ‘Maximising WFM Performance’ – sets out the importance of keeping planning and […]
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Swisscom and Genesys Team Up For Next-Gen CX and Sustainability
Genesys has announced that Swisscom AG, a major telecommunications provider in Switzerland has accelerated customer and employee experience innovation while furthering its corporate sustainability objectives by evolving to the Genesys Cloud platform. Swisscom is the largest telecommunications provider in Switzerland, […]
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21 Amazing Habits to Foster in Your Frontline Agents
We asked our consultants panel for their top habits to nurture in frontline teams to set the stage for long-term CX success.
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Delivering Exceptional Experiences in the Real World
Danny Seaborne at Sabio explains how to deliver exceptional experiences in the real world, featuring examples from Sweaty Betty, Zuto, Transcom and Awaze. At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and […]
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How Video Helps Provide Exceptional Customer Experience
Customers expect fast responses across channels—not to mention fast resolutions. Because of these expectations, companies that have invested heavily in their omnichannel support are reaping the benefits. As mentioned by Adobe in 2022, companies with strong omnichannel customer engagement see […]
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How to Choose Which Calls to Evaluate
Tatiana Polyakova, COO at MiaRec, explains four ways to choose which calls to evaluate.
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