industry news

Industry News provided courtesy of Call Centre Helper

How to Avoid Common AI Adoption Mistakes


Many analysts are making predictions about the adoption of artificial intelligence (AI) and messaging apps and the convergence of the two in customer service and support environments. These projections have many contact centre leaders wondering what they should, and shouldn’t, […]

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Ember Opens New Office in Toronto


Fast-growing UK-based customer engagement consultancy Ember Group has opened its first overseas office, in the heart of Toronto’s financial district. The office will be home to a small team of consultants and analysts working with North American clients, including a […]

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What Does Outsourcing of the Future Look Like?


In recent years, outsourcing has undergone a digital transformation, changing the benefits and risks associated with it. As a result, policies or contracts put in place some time back are most likely outdated and require a complete overhaul to make […]

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How Can Interaction Analytics Generate ROI?


CallMiner introduces us to some of the ways that interaction analytics can help to produce a return on investment (ROI). Interaction analytics can help contact centres to increase sales, agent coaching and overall customer satisfaction – while delivering a return […]

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3 Things to Consider When Building Effortless Experiences


Increasingly, the customer care industry is teaming up with technology to focus on delivering seamless and effortless customer experiences. But our industry often promises a better omnichannel experience and improvements to the customer journey, while in reality, many companies fail […]

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Nisbets Selects New Customer Engagement Technology


Sabio has won a three-year contract from Bristol-based Nisbets, the UK’s largest supplier of catering equipment, to support and develop its customer contact technology infrastructure. Under the contract, Sabio will upgrade Nisbets’ contact centre platform and will also offer full […]

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Aspect Software Recognised as Leader for Contact Centres in the Cloud


Ventana Research has named Aspect Software as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud. The company came second in the overall ranking and ranked number one in total cost of […]

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How to Design and Build an Effective Quality Assurance Scorecard


Dick Bourke shares his advice for creating quality scorecards across different contact centre channels. Every call centre has a different mission. Some are focused on sales or lead generation, whereas others are focused on customer service and retention. While each […]

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The CEO Interview: Adrian Thirkill at GCI


Adrian Thirkill introduces us to GCI and discusses how organisational success is down to happy, motivated employees. Tell us about your history with the company “I joined in January 2016 with a remit to take the business to the next […]

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White Paper: Why Telephony Should Be Part of Your CX Strategy in 2018


In the age of the customer, more consumers have become accustomed to the instant gratification afforded to them by technology. How can businesses meet the increasing expectations and deliver exceptional customer experience? White Paper written by: Natterbox Click here to […]

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