Connecting Moments Between Brands and Customers

Is Your Retail Contact Centre as Customer-Obsessed as You

All retail contact centre staffers want to give great service. It’s why they stay in the job — and why the best ones are...

How to Build and Manage a Cost-Effective, Flexible, and Scalable Retail Contact Centre

The warmth of an agent’s greeting. The assurance of a concise SMS. The micro-content on a web form. The customer experience is...

How to Drive Real Value from AI in Your Retail Contact Centre

Artificial intelligence. Machine learning. Predictive analytics. Abstruse and technical? Perhaps — but you don’t need to get...

Migrate to the Cloud and Keep Your On-Premises Data with PureCloud

The migration to the cloud is well under way, but businesses are still leaving mountains of data behind on-premises. When...

5 Key Criteria for Customer Journey Shaping

Maps and statistics don’t always provide real-life guidance. Statistically, it rains on Mondays in the Netherlands, but last...

Summer Reading: Four Books to Reshape Your Contact Centre Strategy

I’ve always had a deep fascination in what makes people tick. I also enjoy following how technology assists our behavior and...

Call and Contact Centre Expo 2018 Round Up

Digital transformation was the theme of the week at another inspiring exhibition of innovation at Call & Contact Centre 2018...

What To Expect From Call and Contact Centre Expo 2018

We’re counting down the hours until Call & Contact Centre Expo 2018 at the ExCeL on March 21 and 22 in London where...

The Next Best Action for Genesys: Acquiring Altocloud

Who doesn’t want to grow their customer base? Or reach customers in a more meaningful way at precisely the right moment? What...

If You’re Using CRM Without Omnichannel, You’re Doing It Wrong

CRM software has established itself in the marketplace as the best option to manage customer information. It makes data more...

Increase Your Contact Centre Fitness with an Omnichannel Desktop

Getting fit has never been so fun, especially on two wheels with the wind at your back. As more and more health conscious...

Macro Benefits of Microservices

A one-man band—a single person playing several instruments to create a cohesive piece of music—can be impressive. But every...

Can You Offer Triple A-Rated Customer Experiences?

In the financial world, a Triple A, or AAA, rating means a company or country has been given the highest level of credibility. In...

Is Your Contact Center Solution Keeping You in the Dark?

Even though the total solar eclipse has passed, the impact of the experience has stayed with me. As I’d slipped on my...

Can poor customer service cause the demise of an entire industry?

Recently, I decided to end a contract with a company whose services I have used for many years (I won’t name them here). I was...