Contact centres

Contact centres

Advice and insights about contact centre strategies, technologies, processes and people.
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What is "whisper coaching" and can AI help deliver it to contact centre agents on calls? The phone is often the medium that matters in...
12th Jun 2019
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What are the foundational elements of the latest, analytics-driven contact centres - and how are they improving customer experiences?...
30th Apr 2019
To meet customers’ lofty expectations, organizations should be investing in Omnichannel Analytics, so they can: Understand and properly...
18th Apr 2019
Winner of Best Voice of the Employee Programme at the prestigious European Contact Centre & Customer Service Awards , Tesco Mobile...