industry news

Industry News provided courtesy of Call Centre Helper


How Artificial Intelligence Could Change Your Contact Centre

Thomas Rødseth shares his thoughts on the growth of Artificial Intelligence (AI) in the contact centre and what it means for the future.  The roar has become louder over the last 12 months. AI is coming and it will change […]

Greater Accountability is Needed to Tackle Fraud

If positive customer experience is to be maintained, companies need to set clear lines of accountability on fraud issues, says Aspect Software. Despite the mobile channel being an increasingly lucrative one for fraudsters to exploit, efforts to implement watertight authentication […]

NewVoiceMedia Named Finalist in SalesTech Awards

NewVoiceMedia has been listed as a finalist in the 2017 SalesTech Awards. The SalesTech Awards honour companies and individuals that demonstrate excellence, innovation and leadership in the sales technology market. Produced in partnership with the B2B Technology Marketing Community on […]

NICE adds Optical Character Recognition

NICE have enhanced its Robotic Process Automation (RPA) platform with the incorporation an Optical Character Recognition (OCR) solution. In an agreement with software vendor ABBYY, NICE has extended the cognitive automation capabilities of its Robotic Automation offering to include enhanced […]

Cygnet Health Care Improves Communications Infrastructure

Cygnet Health Care, the mental health provider, has chosen Olive Communications to transform its communications infrastructure. Cygnet have awarded Olive Communications with a multi-million pound, five year agreement to provide and support a fully integrated managed cloud telephony and enterprise […]

Register Now for our Last Webinars in 2017

The remaining webinars in our 2017 series are now open for registration.  Webinar: 10 Easy Ways to Improve Customer Satisfaction In this webinar we will be looking at 10 simple and straightforward ways to improve Customer Satisfaction. Some of these […]

The Business Risks Associated With Poor Call Recording Security

Organisations have become reliant on technology to transact with customers, meaning that digital security has become a majorconcern. Security is a word frequently heard today in the media. Even for small, one-location businesses, it is a matter of rising importance. […]

Nova Insurance Prepares for a Digital Future

Nova Insurance has seen some great results since switching its customer service operations to West’s Cloud Contact Pro solution. These results included improved productivity, enhanced customer satisfaction and increased sales, which came before With West’s industry research showing that digital […]

9 Ways to Encourage Customers to Give Feedback

If used correctly, customer feedback can help boost operations and service, not only in the contact centre, but across the wider business. Here are nine ways that an organisation can inspire more customers into giving their feedback. 1. Set up […]

How to Calculate Contact Centre Service Level

In this article, we will provide you will the best formula, methods and advice on how to calculate service level in the call centre.

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