Self-Scheduling: The Answer to Agent Stress in Modern Omnichannel Contact Centres thumbnail

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling..

How to Effectively Use the Phonetic Alphabet in a Call Center thumbnail

There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. Read on to learn more..

Quantum Metric Integrates With Servicenow to Ease Contact Centre Frustration thumbnail

Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences..

PCI Pal Partners With Odigo to Provide Secure Payments

PCI Pal Partners With Odigo to Provide Secure Payments thumbnail

PCI Pal, the global provider of secure payment solutions, has announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. Customers can now access PCI Pal’s solutions..

New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat thumbnail

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution..

Avaya Virtual Agent Now Available as a Ready to Deploy Configurable Service thumbnail

Avaya has announced an enhancement to Avaya OneCloud™ to dramatically reduce the complexity associated with virtualizing customer interactions. Avaya Virtual Agent is a ready-to-deploy, configurable service..

Conjura Raises €15 Million Series A Round to Pioneer the Future of E-commerce with AI-Driven Analytics thumbnail

Conjura, the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding that will further enhance its technology and bring 360-degree data analytics solution to new markets..

Fraud Prevention v Customer Experience – Getting the Balance Right in Contact Centres thumbnail

Reviewing the UK Contact Centre Decision Makers Guide, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern..  

Training Solutions That Can Improve Your Customer Service Management Style thumbnail

If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment..

How to Protect Your Customers’ Data From Cyber Attacks

How to Protect Your Customers’ Data From Cyber Attacks thumbnail

Many business owners don’t take steps to protect their systems from these attacks until it is too late. In this article, we’ll talk about ways to keep your customers’ data safe from cyber attacks and why it is so important..

Navigating CX and EX During the Great Resignation

Navigating CX and EX During the Great Resignation thumbnail

Creating a great customer experience starts with understanding and improving the employee experience. Here’s how companies can navigate these challenges during the Great Resignation..

Dyno-Rod Roll Out BigChange Cloud and Mobile Tech

Dyno-Rod Roll Out BigChange Cloud and Mobile Tech thumbnail

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange..

Customer Service: The Key to Order Fulfilment Success thumbnail

When it comes to order fulfilment, customer service is key. By ensuring that your customers are happy with their orders, you can minimise the chances of returns and complaints, and keep them coming back for more..

5 Tips to Improve Your SaaS Customer Service Process

5 Tips to Improve Your SaaS Customer Service Process thumbnail

If you’re running a SaaS business, then customer service is probably one of your top priorities. After all, happy customers are more likely to stick around and be repeat customers. Here are five tips that will help..

Greg Rowe’s Contact Centre Solution Keeps Customer Payments Flowing With Talkdesk and PCI Pal thumbnail

Global kitchen tap manufacturer integrates telephony and secure payment solutions to future-proof communications and ensure ongoing adherence with payment compliance standards..

3 Ways to De-stress Employees With Technologies That Humanize the Hybrid Workplace thumbnail

Embrace analytics to boost your wellbeing strategy – that’s the message from Ross Daniels at Calabrio. Here, he gives 3 reasons why you can’t afford to ignore the latest advancements in technologies..

Strategies for Building a Strong Customer Service Team

Strategies for Building a Strong Customer Service Team thumbnail

Many of the strategies that improve customer service retention also create more skilled and engaged agents. As a result, investing in your customer service team is a win-win opportunity for agents, businesses and customers..

10 Tips for Handling Customer Complaints on Twitter

10 Tips for Handling Customer Complaints on Twitter thumbnail

Twitter can be a great way to connect with customers and build customer relationships, but it can also be a place where customer complaints are aired. Here you will find some key tips for handling complaints on Twitter..

Workforce Wellbeing – What Does It Really Mean and Why Does It Matter More Than Ever? thumbnail

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. .