The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these and looks ahead to 2022, helping contact centres to plan ahead..
Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time..
Inge De Bleecker, Vice President of CX at Applause looks at three ways brands can personalise the customer journey, provide meaningful interactions and improve customer engagement..
TheLoops, an intelligent support operations platform, today announced the release of version 1.0 of its enterprise-grade platform. TheLoops transforms the support experience, enabling agents to make decisions faster..
PCI Pal has announced that Michelin has successfully implemented its Agent Assist solution to ensure payments are handled securely and in compliance with the PCI Data Security Standard..
CJ Bernander joins Calabrio’s executive team to reinforce the vital infrastructure needed to enable Calabrio’s sustained growth. Bernander will oversee global accounting, finance, treasury, tax and legal functions..
The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction..
Do you ever feel mentally drained, sleepy or anxious after video conferencing? Well, you’re not alone. While video chat has helped many businesses stay connected, there’s a new ailment that’s sweeping online workers..
Calabrio welcomes Tim Klein as Calabrio’s first Senior Vice President of Corporate Development. Tim brings more than 25 years of combined business development and financial experience to the leadership team..
It’s easy to think that your customer service emails are the best that they can be. However, it’s an almost sure bet that you are making some common mistakes that could potentially confound your clients..
ADTANCE, a leading international After-Sales Service technology platform has integrated the company’s ADTANCE Smart Services with Microsoft Teams, providing users with a comprehensive solution..
Leading European Contact Centre as a Service (CCaaS) provider, Puzzel, has extended its reseller partnership agreement to include PCI Pal’s Digital and IVR payment security solutions to its portfolio..
Industrial doors company Complete Shutter Services has doubled its business and boosted productivity by 20 per cent since implementing field service management software from BigChange..
Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders..
PCI Pal, the global provider of cloud-based secure payment solutions, has been announced as a finalist in WorkL Workplace of the Year Awards 2021, supported by The Telegraph..
Being your own boss can be a rewarding experience yet independent contractors still have to contend with their fair share of challenges. Here are six ways to ensure your customers and clients are well supported..
Over the past two decades the evolution of help desk ticketing systems has been rapid. Here we explore some of the key features to look out for when choosing help desk software for your organization..
Macro 4, a division of UNICOM Global, has today released the new generation of its Columbus enterprise information management (EIM) suite. Columbus version 9 builds on the software’s digital capabilities..
How do companies plan to measure the value of Language Operations (LangOps)? Here are three areas that organizations often evaluate to determine the success of LangOps.