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网页Contact Centre Report: The CallMiner CX Landscape Report 2024. 10 September 2024. Contact- Centres. Over the last two years, organisations have been quick to implement AI (sometimes at the expense of cost…. Contact Centre News and Information from the UK Contact Centre Industry. The go to website for all contact centre professionals.
Measuring & Improving Contact Centre Agent Well-being
网页4 小时之前 · A centralised solution means your agents can focus on what matters: delivering great customer service. Measuring agent well-being: key metrics. Improving agent wellbeing starts with understanding how your team feels and where support is needed. Gathering direct feedback through regular surveys, one-on-one check-ins, and keeping communication ...
Keeping Remote Contact Centre Agents Engaged in an era of …
网页17 小时之前 · 1 October 2024. Contact- Centres. Keeping remote contact centre agents engaged in an era of ‘employee drift’. Remote working models are quickly becoming the norm for contact centres, and for good reason. Cloud-based centres are cheaper to run, and enjoy less downtime than on-premises organisations. This new working model is …
State of the Contact Centre: The Agent of the Future
网页4 January 2024. Contact- Centres. State of the Contact Centre: The Agent of the Future – Get Insights into the Influence of AI for Mapping a Route to Success Calabrio Download. Contact centres are at the forefront of remote-based operations and Artificial Intelligence – advancements that are here to stay. But who exactly is the agent of the ...
Employee Rights Bill: Impact on Workforce Planning in Contact …
网页4 小时之前 · 1 October 2024. Contact- Centres. The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening worker protections and enhancing employee welfare across various industries. The bill proposes significant reforms in areas such as job security, flexible working, pay transparency, and union rights.
The Future of the Contact Centre is Right Here Right Now
网页2022年3月10日 · As this virtual contact centre of the future starts to evolve, and optimize, we’re going to see gains in productivity of 10 to even 20%, resulting from this more flexible workforce. This new agile model will be more challenging to manage, but the winners are going to be those that can really get that right.
How COVID-19 Has Impacted on Contact Centres
网页2020年10月6日 · How COVID-19 Has Impacted the Progression of Contact Centres Gary Williams, Director of Sales and Consultancy at Spitch, explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services.
3 Contact Centre Trends that will Shape 2023
网页2023年1月5日 · Trend 3: Diving deeper with data & analytics. To meet evolving customer expectations and improve CX, there will be a continued focus on the value of analytics and data in 2023, supported by AI and automation. There is a huge value in mining data from customer journeys – and using technologies like automated speech and text analytics gives ...
- Contact Centre News Archives - contact-centres.com
网页5 天之前 · Firstsource Acquires Contact Centre Outsource Ascensos. 23 September 2024. Contact- Centres. Firstsource Acquires Ascensos – Acquisition aligned to strategic expansion into retail vertical,strengthen nearshore, multi-lingual capabilities Firstsource…. - Case Study - Contact Centre News FourNet.
Understanding the Importance of the Contact Centre
网页2022年6月27日 · Being helpful and understanding has always been key to providing good customer service, but it holds more value in a post-pandemic era. With more customers likely to go online or pick up the phone to engage with businesses, more interactions are taking place with contact centre agents, so having a caring and humane workforce holds more importance.