industry news

Industry News provided courtesy of Call Centre Helper


Photos from Transforming the Customer Experience with a Cloud Contact Centre

Olive held their London event on Thursday 21st September with a view to share how to use cloud technology to its full potential and boost the customer experience. Olive had many industry experts on-hand to share their knowledge of cloud. […]

Grouping Activities in the Contact Centre

‘Grouping activities’, a feature of the unified agent desktop, plays an important role in saving the company money, time and embarrassment. Read below to find out what it is, what it does and how you can benefit from its employment […]

Taking Things To The Next Level At ‘The Art Of CX’

With just three weeks to go until we host our ‘The Art of CX Conference’ at the Blue Fin Venue on London’s Southbank on the 12th October, we’re busy finalising the content for our packed Intelligent UX agenda for the […]

Webinar: 5 Ways to get Agents to Improve Customer Experience

There is often a wide variation in customer experience, depending upon which advisor the customer speaks to. In this webinar we will look at 5 practical ideas on how to change behaviours in agents so that you deliver a consistently […]

Jabra Extends Market Leading Evolve Range With UC-Enabled Wireless Earbuds

Jabra, is extending its market-leading Evolve range of headsets for professional use with the Jabra Evolve 75e – for the first time adding an earbud design to the range which has sold over 2.5 million units worldwide. Since the launch […]

NewVoiceMedia Showcases Useful Innovation for More Successful Conversations

NewVoiceMedia, unveiled its latest product enhancements at CloudFest London yesterday, as part of a showcase of useful innovation in action. In an exciting keynote led by NewVoiceMedia CEO Jonathan Gale, the company revealed three major product innovations that will transform […]

Costs Down and Customer Satisfaction Up at Sedgemoor District Council

Sedgemoor District Council is focused on driving operational efficiencies and in delivering higher-quality services to the public. In carrying out this objective, the council was becoming increasingly dissatisfied with its existing contact centre solution. It had effectively outgrown it. The […]

Genius Foods Fuels Growth with Cloud Communications

With the help of RingCentral, Genius Foods has moved 120 of its employees into the cloud, where all tools are unified in one system. In 2009, Lucinda Bruce-Gardyne founded the company in Edinburgh after she struggled to find high-quality gluten-free […]

Customer Journey Mapping – What’s All the Fuss About?

Thomas Rødseth at Puzzel outlines five mistakes to avoid with customer journey mapping. At first glance, customer journeys are pretty simple. You offer something and a customer buys it, but delve a little deeper and customer journeys can be quite […]

NICE Unveils Its Open Framework Ecosystem for Cognitive Robotic Automation

NICE have announced a new framework for integration with cognitive software vendors, enabling organisations to take their customer self-service channels and process automation capabilities to new heights. By integrating with the industry’s leading artificial intelligence (AI) technology vendors for optical […]

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