industry news

Industry News provided courtesy of Call Centre Helper

CX Network Live


14 – 17 July 2020 | Free Online Event Enhancing customer experience through omnichannel integration, self-service and employee engagement Contact centers are facing a period of significant change, largely driven by the pace of technology adoption. With customer expectations shaped […]

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Webinar 2: See Verint Monet Quality Management in Action


Time: 1PM, ET | Date: July 21, 2020 As the world around us continues to evolve, one thing has stayed the same. Customers continue to expect an exceptional experience every time they interact with an organization. This makes it more […]

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Webinar 1: Getting Started with Quality Management


Time: 1PM, ET | Date: July 16, 2020 As the world around us continues to evolve, one thing has stayed the same. Customers continue to expect an exceptional experience every time they interact with an organization. This makes it more […]

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Vonage Helps Company Handle 250% Increase in Calls


Vonage announced that Homeless Link has been able to handle a 250 percent increase in calls while operating remotely, in response to the COVID-19 pandemic, with the Vonage Contact Center. Homeless Link is the national membership charity for organisations working […]

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The Role of Technology in Business Continuity


“We won’t go back.” These were the words of Twitter’s Head of HR, Jennifer Christie, when discussing how the company’s work setting would never be the same again. Shortly afterwards, they announced that employees could work from home forever, while […]

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Contact Centres in a Post-COVID World


The COVID-19 pandemic has impacted every facet of modern life and will alter the way the world does business as it moves into recovery phase. Contact centre managers have had to face inconvenient truths about their business models, continuity plans […]

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Customer Engagement Transformation Exchange


The Customer Engagement Transformation Exchange is CallMiner’s interactive virtual conference for contact center and CX leaders featuring dynamic keynote speakers and thought provoking content over this 2 day event. Five compelling tracks for Issues that matter for today’s contact centers […]

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Rapport Building With Angry Customers – With Examples


We share great ideas for building report with angry customers, starting with a video before sharing even more expert advice. Handling Angry Customers – A Great Video Emotional intelligence is a great skill to have in almost every profession, and […]

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SITA Improves Customer Experience for Air Passengers With Genesys


Aviation is a fast-paced industry with constant change. SITA is at the forefront of providing services to 2,800 airlines, airports and government agencies to ensure hassle-free passenger journeys. Faced with increased maintenance costs of its legacy on-premises system, SITA moved […]

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Increase Contact Centre Agent Engagement With Gamification


Jessica Smith at 8×8 shares ideas for creating a fun and engaging contact centre environment. If you’ve heard of gamification in the context of a contact centre, you’ve most likely heard the term attached to fancy technology that has all […]

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