Jas Bansal at Kerv Experience looks at driving customer loyalty and employee wellbeing through Genesys and Microsoft integrations. Contact centres are very much on the frontline when it comes to recession-proofing the business. Customer expectations for empathetic, highly personalised service […]... Read more

Contact centre leaders often face significant challenges in interpreting large volumes of customer data. While the data provides valuable insights into the customer experience, it’s not always immediately obvious. Contact centre leaders need to interpret the hidden details behind their […]... Read more

The life of a call centre manager can be challenging. You’ve got an entire team of people who must perform well under pressure and deal with customers or complicated software. Not only that, your call centre may have certain behaviors […]... Read more

Businesses that want to deliver an omnichannel experience require a laser focus on the customer. Anything less will result in customers noticing a lack of dedicated resources, causing them to be unwilling to digitally interact with the contact centre. This […]... Read more

Talkdesk’s Jay Gupta explores how artificial intelligence helps businesses modernize customer engagement. The world is becoming increasingly connected through digital channels, and in many ways, the pandemic expedited the digital revolution. Right now, there’s so much potential arising from increased […]... Read more

Do you ever think about how many SMSes are sent in just one day? With SMS being used across all industries for a growing number of transactions globally, it’s crucial for businesses to be aware of how vulnerable they and […]... Read more

Which dialling mode is right for your call centre campaign: predictive, progressive or preview? Which is the best dialling mode? There isn’t a simple answer, because it depends on the use case. The right dialling mode is the one that […]... Read more

EvaluAgent’s Jodie Rhodes explores common call centre challenges. Call centres are extremely busy working environments, dealing with a constant flow of customers in high-pressure situations. So, it’s no surprise that they often come with their fair share of challenges. From […]... Read more

Gamification is becoming an increasingly hot buzzword. Organizations across types and industries, from schools to enterprises, are gamifying experiences for students, customers, and employees. But what does it all mean? Gamification isn’t just a buzzword – it is a solid […]... Read more

Brand intelligence is the collective information a company gathers related to customer sentiment and emotion about the brand. After collecting data from various sources, companies use brand intelligence tools to analyze the data and derive actionable insights to predict customer […]... Read more

Together, Genesys and Orange Business are helping life science, healthcare and MedTech clients around the world to digitally transform and elevate customer and employee experience. Melanie Goncalves Andreas and Olivier Vicaire share the latest game changing tips and best practices. […]... Read more

Projections suggest that the global cloud-based contact centre market will grow to $54.7 billion by 2027. While a major overhaul of your call centre infrastructure to implement cloud-based tech may be daunting, it’s important to understand the pros and cons. […]... Read more

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a […]... Read more

Introduction Traditional time-off management is full of inefficiencies, uncertainty, and stress. Outdated methods like email chains and spreadsheets can contribute to a work culture that is not transparent and is conflict prone and stressful for both employees and managers. As […]... Read more

Talkdesk’s Ben Rigby questions whether customer service leaders should fear ChatGPT. There have been a number of articles recently about ChatGPT coming to take over your job, company, or entire industry. Many of these have been lightly disguised scaremongering and […]... Read more