Zendesk, AWS and Anthropic Collaborate to Deliver Exceptional CX
At its Relate global conference, Zendesk announced a collaboration with Amazon Web Services (AWS) and Anthropic to offer faster, more efficient, and accurate AI features. Zendesk will utilize Amazon Bedrock, a service for building and scaling generative AI applications, and Anthropic’s industry-leading Claude […]
Read moreMasterclass: NPS Surveys Are Dead. What’s Next?
Date: 26 June 2024, 2:00PM BST Location: Virtual Register Now Post-interaction surveys have never been all that reliable – but with no satisfactory alternative, contact center leaders have had nowhere else to turn. Until now. AI is changing up contact […]
Read moreMasterclass: The Better Alternative to Real-Time QA
Date: 29 May 2024, 2:00PM BST Location: Virtual Register Now Real-time QA is having a bit of a moment – but is it really the best way to help develop your agents? We’re going to interrogate whether this level of […]
Read moreMasterclass: Why CX Can’t Hang Up on the Voice Channel
Date: 01 May 2024, 2:00PM BST Location: Virtual Register Now If you think customer service is all about digital – you’d be wrong. Recent research reveals that while some customers are keen for self-service channels (and this has long been […]
Read moreNew AI-Driven Bot Analytics to Enhance Quality Management
Calabrio has announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience. Calabrio’s Bot Analytics helps monitor and improve the performance […]
Read moreHow to Develop Empathy as a Skill in Your Frontline Teams
Helen Pettifer explains how to develop empathy as a skill in customer facing teams.
Read moreChoosing the Right Solution for Your CX Strategy
Karina Howell at 8×8 takes a look at how you can choose the right contact centre solution for your customer experience (CX) strategy. Navigating a Sea of Options Choosing the right contact centre (CC) infrastructure for your business can be […]
Read moreXperience UKI 2024
Date: 18 June 2024 Location: The Brewery, London Join Genesys on 18th of June 2024 at Genesys Xperience UKI, live in London. You will meet your peers, learn from industry experts and customers. This year, our theme ‘Your Future Accelerated’ […]
Read moreGenerative AI Tops Leaders’ Investment Plans
As AI-powered contact centre tools emerge from their early, experimental status and take an increasingly important role across all areas of contact centre operations, contact centre leaders are eager to tap into and maximize its potential. A recent report by […]
Read moreAre You Rising to the Challenge of Maintaining Customer Satisfaction?
According to a report from the American Customer Satisfaction Index (ACSI), customer satisfaction in the U.S. rose to a score of 77.8 out of 100 in the fourth quarter of 2023—an all-time record high. This is in sharp contrast to […]
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