A Glimpse Into 2022: How Can Contact Centres Plan Ahead?

A Glimpse Into 2022: How Can Contact Centres Plan Ahead? thumbnail

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..

Beat Customers to the Customer Service Line with Artificial Intelligence thumbnail

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..

Brands Get More Personal in 2022

Brands Get More Personal in 2022 thumbnail

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..

Introducing TheLoops 1.0 – An Intelligent Support Operations Platform thumbnail

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..

Michelin Implements PCI Pal for Secure and Compliant Payments thumbnail

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..

Calabrio Hires New CFO as the Cloud WEM Leader Continues Accelerated Growth thumbnail

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..

Automated Assistants: 6 Ways to Simplify and Supercharge Your Chatbot Strategy thumbnail

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..

Hit Snooze on Zoom Fatigue

Hit Snooze on Zoom Fatigue thumbnail

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 Introduces First SVP of Corporate Development to Capitalize on Growth and Market Opportunity thumbnail

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..

Why You May Not Be Sending Out the Best Customer Service Emails thumbnail

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 Delivers Industrial Customer Service Solution for Microsoft Teams thumbnail

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..

Puzzel Extends Partnership with PCI Pal’s Omnichannel Payment Portfolio thumbnail

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..

Complete Shutter Doors Boost Productivity by 20% with BigChange thumbnail

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..

Free Webinar: How Leaders Build a Customer-Centric Culture thumbnail

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..

Happiness Matters: PCI Pal Shortlisted for WorkL Workplace of the Year Awards 2021 thumbnail

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..

Customer Service Tips for Independent Contractors: 6 Ways To Make Your Business Thrive thumbnail

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..

10 Features of an Effective Help Desk Ticketing System

10 Features of an Effective Help Desk Ticketing System thumbnail

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’s Information Management Suite Extends Personalization and Business Intelligence Capabilities thumbnail

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 Organizations Measure the Success of Language Operations? thumbnail

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.