industry news

Industry News provided courtesy of Call Centre Helper

Why Companies Adopting CCaaS are Winning the CX Battle – Webinar


14th October 2020 – 11am BST/12pm CET Featuring guest speakers Alexander Michael, Senior Director of Consulting at Frost & Sullivan and Kevin Mythen, Digital Support Experience Manager at Utility Warehouse The European CCaaS market data is indisputable: the move to […]

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Why Most AI Chatbot Projects Fail: 7 Mistakes and How to Avoid Them


Inbenta share seven of the most common chatbot mistakes that often lead to customer dissatisfaction. There are many reasons companies deploy AI chatbots. For some companies, it is part of a global digital transformation and self-service improvement. For others, it […]

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Nuance AI Helps to Improve Rakuten Mobile’s Communications Platform


Nuance Communications and Rakuten Mobile announced a strategic partnership to add Nuance Intelligent Engagement AI Services to the Rakuten Communications Platform (RCP). As a result, RCP becomes the first-ever mobile communications, cloud-native and virtualised platform to have Nuance Conversational and […]

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How to Get Your Contact Centre New Hire to Full Proficiency


Jeremy Watkin, on behalf of 8×8, discusses how to help your advisors reach full proficiency at a quicker speed. When I started out in a customer service call centre nearly two decades ago we had this homegrown ticketing system that […]

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How to Improve Customer Experience With Video


Carlos Hidalgo discusses how the use of video in the contact centre can help to improve customer experience. Here is a scenario I’m sure most can relate to, and unfortunately is not uncommon. You are in need of customer service, […]

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6 Customer Engagement Strategies That Are Backed Up by Behavioural Science


We explore innovative customer engagement strategies that have been derived from the principles of behavioural science. Alongside each customer engagement strategy, we refer to the behavioural science principle and explain how it works. Armed with these descriptions, you can come […]

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Combating Technology Fatigue in the Contact Centre


Natalia Abad of Genesys discusses how you can protect your contact centre agents from technology fatigue and protect their well-being. While the new normal of working remotely has allowed contact centre agents to stay safe and, in some cases, increase […]

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Aspect Announces Integration with Google’s Verified Calls


Aspect have announced plans to integrate its enterprise contact centre dialler products with Google’s newly introduced Verified Calls service. The new service aims to solve the problem of differentiating legitimate inbound calls versus spammers in the following ways: Branding: It […]

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How to Be Productive From Anywhere


Maggie Tran, on behalf of 8×8, shares her top tips for being productive in a remote job. Did you know that, according to Thrive Global, employees are typically productive for only three out of eight hours in a workday? The […]

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How to Boost Your Digital Customer Experience


Inbenta discuss how you can optimise and improve your digital customer experience. With the rise of digital channels and online shopping in the past decades, digital customer experience has become extremely important for companies around the globe in order to […]

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