industry news

Industry News provided courtesy of Customer Contact Industry Helper

7 Reasons Why CX Can’t Hang Up on the Voice Channel


evaluagents CCO James Marscheider teamed up with Director of Product Marketing and GTM Nadine Edmondson to explain why customers need not overinvest in digital channels. There were tons of great insights, but we’ve whittled down the masterclass into seven great […]

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Reducing Colleague Attrition


In the first release of a new series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how empowering colleagues with more autonomy has significantly reduced attrition rates from 65% to 22% […]

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Case Study: Ratioparts Builds Profit Centre


Ratioparts, a seasoned outdoor equipment retailer, had a major transformation in its operations when it partnered with babelforce. Previously weighed down by a sluggish and unreliable telephony system, their customer service agents were set free when babelforce stepped into the […]

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Movers and Shakers


Here we share news from Sabio, Genesys, and MaxContact. MaxContact Appoints Adam Prickett as New CFO MaxContact is excited to announce that Adam Prickett has joined the company as its Chief Financial Officer (CFO). With extensive experience working with SaaS […]

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Unlocking Hyper-Personalized CX with Generative AI – Webinar


Date: 11th June 2024, 10:00 a.m. PT / 1:00 p.m. ET Location: Virtual Register Now Join us on June 11th at 10:00 a.m. PT / 1:00 p.m. ET as we explore new generative AI capabilities that drive unprecedented levels of […]

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Zoom AI Companion Helps People Stay Connected on the Go


Zoom has announced the general availability of new capabilities across Zoom Workplace, including new Zoom AI Companion capabilities for Zoom Meetings and Zoom Team Chat. AI Companion, the company’s generative AI assistant that is available at no additional cost,* can […]

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Zoom Doubles Down on Security as Threat Landscape Evolves


Zoom Video Communications has announced that post-quantum end-to-end encryption (E2EE) is now globally available for Zoom Workplace, specifically Zoom Meetings, with Zoom Phone and Zoom Rooms coming soon. The launch of the new security enhancement makes Zoom the first UCaaS […]

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NinjaTech AI Teams Up With AWS to Launch Next Gen AI Agents


NinjaTech AI has announced the launch of its new personal AI, Ninja, an evolution beyond AI assistants and co-pilots to autonomous agents. NinjaTech AI is leveraging Amazon Web Services’ (AWS) purpose-built machine learning (ML) chips Trainium and Inferentia2, and Amazon […]

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New Research Suggests Consumer Confidence is Recovering


Research released from the CCMA (Call Centre Management Association), the body representing UK contact centre professionals, suggests that consumer confidence has recovered in the past year. Across all sectors, consumers are considerably more positive about the support offered by providers […]

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Take Your Employee Experience to the Next Level – Lessons from Leeds Building Society


We visited Leeds Building Society to find out about the initiatives that helped them win People-Centric Organisation of the Year at the 2023 NECCA.

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