transcosmos Composes Effortless Experiences with Avaya OneCloud CCaaS with Conversational AI thumbnail

Japan-based business process outsourcing giant with a presence in 30 countries is now able to deliver effortless customer experiences on behalf of its clients after adopting the Avaya OneCloud CCaaS platform..

UK Trades Businesses Bounce Back From COVID, but Soaring Costs Mean One-In-Eight Fears Failure thumbnail

Despite soaring turnovers (up 79 per cent on average) and average price increases of 47 per cent, fewer than half of trades businesses (48 per cent) said they were profitable in the year to July 2021..

New Calabrio Report Diagnoses Why Contact Centres Struggle with High Agent Turnover in 2021 thumbnail

Report unveiled on day one of Calabrio Customer Connect (C3) digs into agent wellbeing and shows the key importance of employee-centricity and agent retention as the industry faces “The Great Resignation”..

Why Your Brand’s Billing Cycle Needs a Customer Experience Inclined CFO thumbnail

Jared King, Co-Founder and CEO of Invoiced believes customer obsession is the path to winning. In this article he explains how the purposeful crafting of customer experience can help any business achieve its goals..

6 Working Strategies to Boost Sales Productivity

6 Working Strategies to Boost Sales Productivity thumbnail

In 2020, many organizations have had to rethink their approach to their business and adapt to a rapidly changing environment. This gave many companies time and a chance to take a fresh look at their processes..

5 Years’ Time – What Can Customers Expect From Last-Mile Delivery? thumbnail

Customer expectations around delivery are changing. As we increase our online shopping frequency and continue to accelerate the shift to e-commerce, our understanding of the new normal is evolving..

Kore.ai Launches SmartAssist, the World’s First AI-Native End-to-End Contact Center as-a-Service Solution thumbnail

Kore.ai, a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution with Agent Assist virtual assistant..

8 Reasons Why Speaking Your Customers’ Language Is Paramount thumbnail

Customers want to feel like they are being heard. In this article, we will look at 8 reasons why it’s important to speak your customers’ language – from the importance of empathy to the benefits of a multilingual workforce..

Reputation Study Finds that Hospitality Consumer Journey is Centered on Digital Reputation thumbnail

Exclusive research conducted by Reputation in partnership with CGA ranks the most important pieces of information in the consumer journey and shares best practices for digital reputation management..

Chrome OS Offers Fully Integrated Solution for Contact Centers thumbnail

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Thomas Riedl, Chrome OS reveals all..

Launching Language Operations (LangOps): A Unified Language Strategy to Unleash Growth thumbnail

Unbabel have been working hard to change the future of language and its impact on your business. They are now introducing a new technology category: Language Operations (LangOps). Learn More..

CX Webinar: Driving Customer Lifetime Value with Effortless Experience thumbnail

This free webinar will seek to provide insight on ways in which we can nurture customer loyalty through providing effortless experiences. Register now to join live or pre-order the recordings direct to your inbox..

Omnichannel eCommerce for SMBs: How to Do It Right

Omnichannel eCommerce for SMBs: How to Do It Right thumbnail

With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result retailers have to be increasingly aware of reaching consumers through different channels..

Strategies to Successfully Scale Customer Service

Strategies to Successfully Scale Customer Service thumbnail

So you’ve decided to expand your business—congratulations! Prepare for the next challenge: figuring out how to manage your business growth. You need to be able to deliver to all of your new customers..

Contact Centres Simplified: 3 Ways to Turn Theory into Practice thumbnail

In this final blog in the series, Ross Daniels, Chief Marketing Officer at Calabrio discusses how to turn theory into practice in the contact centre by using the latest Workforce Engagement Management (WEM) solutions..

10 Awesome Customer Support Tips and Examples

10 Awesome Customer Support Tips and Examples thumbnail

Sam Walton, the founder of Walmart famously said “The goal as a company is to have customer service that is not just the best, but legendary”. Here are ten tips to help you delight your customers with legendary service!

The Impact of Knowledge Management for Self Service in Customer Service thumbnail

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled channels..

Loyal Customers Are Worth 22X More Than Average Customers According to New Retail Report thumbnail

Upside launches ‘The Tipping Point of Loyalty’ report, an in-depth and highly detailed analysis that provides retailers with an invaluable understanding of customers’ total spending behaviour across different retail categories..

Late Delivery Is the Number One Complaint Made by Customers to Couriers on Twitter thumbnail

Poor delivery hugely impacts a customer’s overall online shopping experience and new research by delivery software company Circuit finds that late delivery is the number one driver for customer complaints on Twitter..