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WEBContact Centre Report: The CallMiner CX Landscape Report 2024. 10 September 2024. Contact- Centres. Over the last two years, organisations have been quick to implement AI (sometimes at the expense of cost…. Contact Centre News and Information from the UK Contact Centre Industry. The go to website for all contact centre professionals.
Metrics that Reveal Home Truths about your Contact Centre
WEB21 hours ago · Here is where customer service success metrics get really clever. Customer Lifetime Value (CLV) is the result of a neat equation: CLV = (Average Purchase Value × Purchase Frequency × Customer Lifespan) – Customer Acquisition Cost. We might summarise CLV as ‘what a customer is worth to your business’. CLV …
Agent Desktop Experience: The Key to Contact Centre Success
WEB1 day ago · A unified agent desktop provides the structure agents need, built on three key integrations: Data integrations, bringing together data from CRM, ticketing, and customer history so agents can find the right information quickly. Visual integrations, allowing agents to use multiple systems without constantly switching between windows.
How DE&I & Technology is Reshaping the Contact Centre
WEB2 days ago · Cirrus is a leading provider of contact centre as-a-service (CCaaS) solutions, delivering innovative and scalable technology to help businesses enhance customer experiences. Founded in 2013, Cirrus integrates communications across voice, video, email, messaging, and social media, offering a comprehensive and flexible solution for contact centres.
Innovate Automate Outperform: The AI Advantage
WEB4 hours ago · We’re hiring a space at Lane 7 for a jam-packed night of gaming. From 5:30pm-10:30pm. Refreshments and nibbles will be provided. Hosted By: SVL Business Solutions. Date: 23rd October 2024. Location: Crowne Plaza, Newcastle upon Tyne NE1 3SA. For additional information on the event or to register Click Here.
Verint & Five9 Deepen Partnership to Deliver AI-Driven CX
WEB8 hours ago · The deepened partnership enhances the partner ecosystem of both organizations. This provides customers with seamless access to industry-leading technologies in the cloud from both Verint and Five9, helping to ensure that customers of both companies have superior control and choice in …
Firstsource Acquires Contact Centre Outsource Ascensos
WEB3 days ago · Firstsource Solutions Limited, a leading global provider of specialist domain-led Business Process Services (BPS) and an RP-Sanjiv Goenka Group company, has acquired Ascensos, a leading UK-headquartered contact centre customer experience outsourcing partner for retail and eCommerce businesses. Dr. Sanjiv Goenka, Chairman – RPSG Group and ...
- Industry News Archives - contact-centres.com
WEBSep 10, 2024 · Jabra Unveils its AI-Powered Speech Enhancement Solution for Contact Centre Professionals. 10 September 2024. Contact- Centres. • Jabra launches Jabra ClearSpeech, an AI-driven solution to enhance speech on calls, helping professionals to…. - Events - Industry News Puzzel.
Contact Centre Analyst Report: 11 Vendors Ranked
WEBSep 4, 2023 · The long wait is over! Forrester has published its ranking of 11 software solution providers in the conversation intelligence space, specifically for customer service. And CallMiner has been named the sole Leader. What Forrester Has to Say About CallMiner. “CallMiner translates its mission statement, “elevating insights from the contact ...
The Future of the Contact Centre is Right Here Right Now
WEBMar 10, 2022 · As this virtual contact centre of the future starts to evolve, and optimize, we’re going to see gains in productivity of 10 to even 20%, resulting from this more flexible workforce. This new agile model will be more challenging to manage, but the winners are going to be those that can really get that right.