industry news

Industry News provided courtesy of Call Centre Helper

CallMiner Eureka Starter Now Available on AWS Marketplace


CallMiner have announced its CallMiner Eureka Starter solution is now available on Amazon Web Services (AWS) Marketplace, making it easier for customers to find, compare, and immediately start using the software. Eureka Starter is an entry-level speech analytics offering built […]

Read more Read more

Serenova Fully Integrates Quality Management with CxEngage


Serenova have unvield their native, cloud-based, quality management solution CxEngage Quality Management (CxQM). Fully embedded in Serenova’s CCaaS solution, CxEngage, CxQM captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate, and improve the […]

Read more Read more

How LEGO puts its Brand into its Customer Experience to Excel – Webinar


THE DATE: 11th July 2018, 11am GMT THE LOCATION: Online                 THE DESCRIPTION: Enghouse Interactive hosts a thought leading webinar with LEGO and Contact Babel highlighting the principles to excel in customer experience. With pressure […]

Read more Read more

How to Get the Best out of Seasonal Selling Periods in Your Contact Centre


Father’s Day is celebrated in 40 countries across the globe. But it’s not just the world’s best dads who benefit – for retailers, it’s massively profitable. For most retailers, seasonal holidays and big sales events can keep you in the […]

Read more Read more

NewVoiceMedia Named as a Leader for Contact Centre in the Cloud


NewVoiceMedia has been named a Leader by Ventana Research in its 2018 Value Index for Contact Center in the Cloud. NewVoiceMedia achieved top positions for Reliability and Validation, for its efficient operations, global capabilities and customer satisfaction. Ventana Research’s quantified, research-based […]

Read more Read more

The Evolution of Self-Service Technologies and the Customer Experience


The way we shop, chat with our friends, read books, watch films, order food and hail a cab has completely changed over the last ten years. The modern consumer is now comfortable interacting with a company using multiple digital devices […]

Read more Read more

Big Data: Inaction Is No Longer an Option


There’s a reason for big data’s namesake: it’s big, it’s growing and it’s everywhere. Businesses collect information via text, voice call, online chat and more. However, having access to data and effectively utilising it to drive strategic business initiatives and […]

Read more Read more

Working From Home Tops Workplace Productivity


A new survey conducted by Jabra and Kantar has revealed the top workplace productivity trends. The survey, titled “Knowledge Worker Study 2018”, questioned business professionals in the US, UK, Germany and France. Global Trends Summary Workspace: Home is where the productivity […]

Read more Read more

The New Rules of Customer Service


Make sure you stay on the right track by following these ten rules to modernise your contact centre.  1. Mobile Is the Channel of Choice For many people the mobile phone is becoming the channel of choice for customer service. […]

Read more Read more

8 Ways to Improve Schedule Adherence


We asked our readers and selected industry professionals for their top tips to improve schedule adherence in the contact centre.  1. Treat People Like Adults Paul, one of our readers, believes that the best way to improve adherence is to […]

Read more Read more