NEWS of the Industry

Cloud BPO Services

Welcome to Cloud BPO Services News from our Industry

Five9’s Jess Shea explores how AI will shape the future of voice in CX. Voice has been the primary means of globally communicating with one another ever since the early days of telephony when George Willard Croy became the world’s […]... Read more
Published on: 2022-05-24
Ethics…they are often the subject of philosophers, rarely considered a business issue. But perhaps they should be. In this post, I explore the relationship between ethics and call quality, whose lines have been blurred by the shift to a remote […]... Read more
Published on: 2022-05-24
If you want to deliver the best possible customer experience, striving to have a happier, healthier and more motivated workforce is the way to go. Employee experience and customer experience are inextricably linked. According to a study from Temkin Group, […]... Read more
Published on: 2022-05-24
Chris O’Brien at Cyara explores lessons learned from Sugar Ray Leonard and how these can help find your power to win. The principles that drive success are universal. Whether you strive for greatness as an athlete or in your business, […]... Read more
Published on: 2022-05-24
Jodie Rhodes at EvaluAgent explains how conversation analytics is the secret sauce for superior contact centre performance. As of Q4 2021, it’s official that 47% of businesses view their contact centre as a valuable source of customer insight. One in […]... Read more
Published on: 2022-05-24
Across every industry there’s a clear link between engaged employees and business success. For example, according to Gallup organisations that have highly engaged employees they are 11% more profitable and twice as likely to retain staff compared to rivals. Essentially […]... Read more
Published on: 2022-05-23
Bertrand Deroubaix at Odigo looks at how to improve security risk management in contact centres, as adopting a cloud-based Contact Centre as a Service (CCaaS) solution can raise questions around data storage, control, accessibility and protection. What are the security […]... Read more
Published on: 2022-05-23
It sometimes feels like we live in an angry age. It certainly feels that way to customer-facing staff, who have been subject to a growing torrent of abuse since the start of the pandemic. In fact, according to the Institute […]... Read more
Published on: 2022-05-23
If you are looking to improve the customer service standards in your call centre, there are a few key things to consider. First, you need to understand how well your agents are performing. Next, you need to see how your […]... Read more
Published on: 2022-05-23
Tricia Morris at 8×8 provides seven contact centre predictions for 2023 and beyond. Since the start of the decade, customer experience (CX) and employee experience (EX) have done a collective 180°. Organizations with a cloud-first, digital-first mindset have quickly leaped […]... Read more
Published on: 2022-05-23
Neil Titcomb at Odigo explains how digitalisation, integrated channels and self-service, the potential for intricate personalised customer journeys has never been so varied. But what do customers really think about the services on offer today and the contact centres that […]... Read more
Published on: 2022-05-20
Delivering the perfect customer experience (CX) might not be the simplest thing to do, but it is well worth the effort. A better omnichannel customer experience correlates with better sales and higher profits. In fact, companies that are able to […]... Read more
Published on: 2022-05-20
In today’s day and age, a negative customer experience can make or break an organisation’s reputation. However, this critical capacity to make or break, is only intensified within the healthcare space. Callers in this sector are not only customers – […]... Read more
Published on: 2022-05-20
Celia Cerdeira at Talkdesk outlines 16 factors influencing first call resolution. First call resolution, also called first contact resolution, measures the customer interactions solved on the first call or contact. A successful first call resolution eliminates the need to reach […]... Read more
Published on: 2022-05-19
Vincent Lascoux at Odigo explains how to build a successful and sustainable conversational experience in customer service. A brand is now expected to create content or services that are accessible all the time, everywhere and on all platforms. Bots (voicebot […]... Read more
Published on: 2022-05-19
Working as a call centre agent is a mentally and physically demanding job. It is more complicated than it appears to be to spend hours attached to a phone and chatting with emotional customers. Agent churn is one of the […]... Read more
Published on: 2022-05-19