industry news

Industry News provided courtesy of Call Centre Helper

Interest In Contact Centre AI Is Growing


NICE inContact have announced the results of a new study; AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact […]

Read more Read more

Angry Customers Using Profanity Are on the Rise


CallMiner have unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution […]

Read more Read more

Talkdesk Partners With Claro Enterprise Solutions


Talkdesk have partnered with Claro Enterprise Solutions so that the later can provide solutions to meet increasingly demanding requirements around customer engagement. Under the agreement, Talkdesk’s comprehensive range of omnichannel contact centre solutions – which integrate live chat, email, text […]

Read more Read more

Puzzel Taps into the Power of Artificial Intelligence to Launch Agent Assist


Puzzel has announced the latest capabilities of its cloud-based contact centre solution, designed to add a new dimension to agent and customer self-service. Puzzel’s Agent Assist, based on Artificial Intelligence (AI), empowers agents with instant access to intelligent information from […]

Read more Read more

White Paper: A West Expert Guide to Creating Customer Personas


Personas are an often-neglected or misunderstood element of customer-centric service design. This guide aims to meet a real need for practical advice and guidance by helping organizations develop effective personas that will enable outstanding customer experiences. A West Expert Guide […]

Read more Read more

NICE Revolutionises Performance Management with AI-Based Analytics


NICE have announced that its NICE Performance Management (NPM) solution includes AI-driven analytics to foster employee engagement and improve organisational performance. The new capabilities precisely point supervisors to areas where performance can be improved and facilitate personalised, measurable and engaging […]

Read more Read more

Agent Scheduling Flexibility to Create a Win-Win Situation


A recent study by Glassdoor revealed that at companies with close contact between workers and customers, there’s a clear link between happy employees and happy customers. Across industries, the survey found that the rating that employees give their employers corresponds […]

Read more Read more

What are Customer Touchpoints and How Can You Identify Them?


We give you a clear definition for the term “customer touchpoints”, while sharing how you can identify them and use this knowledge to benefit your customer experience. What are Customer Touchpoints? Customer touchpoints are all of the different points at […]

Read more Read more

White Paper: 3 Smart Strategies for Empowering an At-Home Contact Center Workforce


This paper provides 3 smart strategies to fully empower your at-home contact centre workforce, while ensuring security, reliability and performance. White paper written by: Serenova Click here to download your copy of the White Paper.

Read more Read more

Podcast: How to extract more value from your Contact Centre Quality programme


The Contact Centre Podcast: Episode Eight In this episode, fellow contact centre podcaster Martin Teasdale discusses the value of having a well-structured quality programme and shares his advice for helping you get there. As part of our discussion, we also […]

Read more Read more