Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre.. 

Over 60 per cent of CEOs they believe digital transformation will spur an economic boom in 2021. To capitalise on this, leaders will need to navigate transformation projects with speed and precision..

TheLoops, an intelligent support operations platform, today announced it has closed $8.5 million in a seed funding round led by Dell Technologies Capital, with participation from Tidal Ventures and Westwave Capital..

New whitepaper by PCI Pal explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0..

Smooth and quick shipping is essential to ecommerce business success. Implementing effective shipping strategies will satisfy customers and keep them coming back for more..

Calabrio, the customer experience intelligence company, has announced the availability of its cloud Workforce Engagement Management (WEM) platform via a local point of presence in Singapore..

Yext has announced new integrations with Zendesk as part of its continued focus on empowering customer support teams. The latest integration enables mutual clients to implement Yext’s AI search platform..

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt..

What distinguishes a customer service representative from a top-class customer services supervisor? Here are eight habits that all excellent customer service supervisors must possess..

Avtex has announced the hiring of Brian Lannan as Vice President of Retail Experience. Brian has fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities..

In today’s retail world, the real way to beat Amazon is to think and be different. E-commerce expert Alexander Graf explains how to avoid becoming a logistics company for Amazon or Alibaba..

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio discusses how you can overcome these concerns and reposition your contact centre..

As more and more people are being vaccinated, call centers are gradually transitioning back into the office. But are agents ready to come back to work in the regular brick-and-mortar format?

With the rise of new technologies customers are becoming more aware of their options.  Along the process, they are also beginning to demand more incredible experiences. Here is a quick overview of the CX process..

Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry..

Ross Daniels at Calabrio outlines the most common barriers to becoming a Connected Enterprise and recommends three practical tips and techniques to guarantee a smooth transition to all-round connectedness…

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts with over 15 years’ experience..

New study by CSPN and Medallia points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic..