industry news

Industry News provided courtesy of Call Centre Helper

Sabio Group Acquires Coverage Group in France


Sabio has announced the acquisition of Coverage Group, one of France’s leading independent providers of customer experience and communications technology solutions. The acquisition supports Sabio’s goal of becoming the leading player across the European CX market and will add significant […]

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How To Manage A Gradual Return To The Office With Workforce Planning


Scott Budding at Business Systems highlights some considerations for a gradual return to the office and how WFM can help. These past few weeks have been promising. The pandemic lockdown restrictions have slowly started to lift. Shops (and soon even […]

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How Gamification Increases Employee Productivity


With more employees working from home than ever before, contact center leaders have had to rethink how they maintain business as usual and continue driving toward organizational goals. In this new environment, gamification has emerged as a critical way of […]

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Why Should Your Occupancy Rate NOT Exceed 85%?


Allowing occupancy rates to go above 85% is a big mistake that many contact centres still make. But why can it be such a big problem? Let’s answer this question once we’ve briefly established the correct definition for occupancy and […]

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Rethinking Traditional Call Center Self-Service


Jessica Smith at 8×8 gives tips on rethinking traditional call center self-service in the contact-free economy. Self-service tends to be a point of contention in the contact center for a variety of reasons, mostly because customers have found this type […]

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Seven Strategies for Elevating CX Today


Nuance interviewed Art Schoeller, Principal Analyst at Forrester Research, to find out how contact centers are responding to the unprecedented challenges of COVID-19. There are few people who understand COVID-19’s impact on customer experience as well as Forrester Research’s Art […]

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Sytel Releases Fully Blended Contact Center Platform


Sytel announces version 11 of their Softdial Contact Center (SCC) hosting platform, supporting fully blended voice, chat, email, SMS, video, and all social channels. Michael McKinlay, CEO of Sytel, commented “Rather than tell you that this new version takes hosting […]

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NICE Named Market Share Leader


NICE announced that it has once again been named market share leader in contact center workforce optimization (WFO) by DMG Consulting LLC for 2019. NICE demonstrated a 37.3 percent share in contact center WFO, reflecting 7.7 percent year-over-year growth. A […]

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New Partnership Can Help You be a Better Listener


After months in total or semi-isolation, today’s customers – especially those with less disposable income due to economic shutdowns – have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean […]

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7 Omnichannel Contact Center Capabilities


Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. Even before […]

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