18 Characteristics of Great Customer Service
Our panel of experts share their top characteristics of “great customer service” and discuss how to improve service from within the contact centre. 1. Friendly Great customer service, at its heart, must be friendly. Contact centre advisors should start and […]Read more
What Does the Consumer of 2021 Look Like?
Noel Lavery of Infobip inspects the current consumer trends impacting contact centres. 2021 has been a year of adjustment. The various lockdowns and social distancing requirements of 2020 accelerated the adoption of new technologies, and commerce trends that were on […]Read more
What is IVR (Interactive Voice Response)?
There are very few aspects of our lives where technology does not play a major role. For the most part, it’s positive and has made our lives easier. From a business perspective, technology is an absolute necessity in the modern […]Read more
The Future of Customer Experience This FREE 2-day global virtual event will take you into the future of customer experience and show you what you need to do today to stay ahead. Hear from our inspiring keynotes, see real customer […]Read more
Vonage Rated 5 Stars
Vonage has received a 5-Star Rating by CRN in its 2021 Partner Program Guide. Vonage’s channel partner program continues to be a core part of its growth strategy. With this achievement, the Company has been recognized for this ongoing commitment […]Read more
Webinar: Unlocking Contact Centre Emotional Intelligence
Part of Call Centre Helper’s Exciting Webinar SeriesRead more
Real-Time Dashboards for Businesses – What Are The Benefits?
Data is essential to any business. With the right data, you can make informed decisions about the strategies that will grow your brand. Data guides companies towards improved customer service and paves the way for digital transformation. But this information […]Read more
Preparing for Life After COVID-19 – Starting With Your Employees
Ross Daniels of Calabrio discusses how companies can prepare their teams for post-pandemic business. The global pandemic has changed the way we live, work and do business. Ross Daniels at Calabrio believes now is the time for organisations to plan […]Read more
Case Study – The Complexities of the Simple Fax
Josh O’Farrell at Spearline shares insights about fax communications. While many believe it to be an obsolete piece of machinery with no role in the modern workplace, fax still remains one of the more commonly used forms of communication. One […]Read more
SentiSum Adds Voice Calls to Natural Language Processing
SentiSum has extended their natural language processing (NLP) contact centre insights to include voice calls. NLP technology doesn’t rely on keywords or simple rules, but understands the context and meaning of each conversation, providing more meaningful, granular insights. With the […]Read more