industry news

Industry News provided courtesy of Call Centre Helper

Monitoring the Latest Trends in Contact Centres


Josh O’Farrell at Spearline shares insights on the latest trends in contact centres. Many of our customers have contact centres situated all around the world, used for customer service, sales, and product information. One of the purposes of blogs is […]

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How to Develop Your Customer Experience Strategy


Niki Lotte at Talkdesk shares insights on how to develop your customer experience strategy. As defined by Forrester, a customer experience (CX) strategy is “a plan that guides the activities and resource allocation required to deliver intended experiences that meet […]

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Case Study: Côte Is Delivering Exquisite Customer Service


“Because RingCentral Contact Centre connects our agents with customers so quickly, it’s increasing sales. If we were slow to respond to an enquiry before, that meant an abandoned cart. Now it’s a quick answer—and a sale.” Chris Petryna, Head of […]

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Use Rogue Thinking to Drive Digital Transformation


Ross Daniels at Calabrio shares insights on how to use rogue thinking to drive digital transformation. Rogue thinking is all about how businesses and executive leaders can challenge the status quo—rationally. It’s about thinking outside of the box while not […]

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Outsourcing Supports Insurers Through Unprecedented Change


Insurance has undergone huge challenges since the beginning of the Covid-19 pandemic. Here are five of the most prominent trends shaping the industry in 2021 and what they could mean for insurers during the remainder of this year and well […]

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Green Flags that Let Know Your UC Vendor is Reliable


When people are asked to list the most important qualities of a successful and lasting relationship, trust is often one of the top answers. Trust is the foundation of any good relationship, whether personal or professional. This quality determines whether […]

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The Next Big Thing in AI


Thursday, August 12th – 11:00 am CEST Gain insight into the future of AI in the contact center and how it can help you reimagine customer experience. Incorporating practical AI into the contact center is key to adapting to elevated […]

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How to Create a Successful Analytics Program


Lauren Maschio at NICE shares insights on how companies can create a successful analytics program. Contact centres are increasingly leveraging analytics to unlock valuable insights about customer behavior. By adding context to every interaction, an effective analytics program enables organizations […]

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CX Excellence Award Winners Stand Out


While Interactions Live 2021 has wrapped for another year, the inspiration never ends from this year’s winners of the CX Excellence Awards, who were honored during the conference. As the judges cull through the nominations, companies emerge each year that […]

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Talkdesk Unveils CX Strategy Value Framework


Talkdesk has unveiled the Talkdesk CX Strategy Value Framework, a customizable blueprint to help organizations define and then execute on their contact centre customer experience (CX) strategies. The CX Strategy Value Framework is designed to provide a seamless Talkdesk customer […]

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