Looking Forward to the Contact Centre of 2022
The tradition of reflecting on a year gone by and attempting to extrapolate future expectations from present patterns is one that will never die, regardless ...
Maya Middlemiss · 18 Nov 2021
Data Protection, Privacy, and Compliance in the Cloud
For NICE CXone’s customers to trust the platform with their customers’ personal data, it’s reassuring to learn about the considerations and approaches which ...
Maya Middlemiss · 20 Oct 2021
CallMiner’s Edge for In-the-Moment Agent Guidance
When a CX agent is live on a call or in a text chat with a customer, their attention needs to be fixed on the interaction itself. Augmenting that interaction...
Maya Middlemiss · 11 Oct 2021
Enghouse Interactive: A Greener Contact Centre Is on the Other Side
There’s almost a degree of nostalgia now, for those 2020 memes of silent cities. Empty streets, clear skies… Lockdown hit the pause button in ways we never a...
Maya Middlemiss · 30 Sept 2021
CallMiner: Revolutionising Emotion in the Contact Centre
Customer experience has always been about levelling up happiness and satisfaction - but these emotions are often difficult to measure and model at scale. Tod...
Maya Middlemiss · 24 Sept 2021
Enghouse’s SmartQuality Agent Evaluation Scales Quality & Compliance
Enghouse’s AI-based Voice of the Customer technology has enjoyed great success as the agent’s secret augmentation, offering real-time coaching and informatio...
Maya Middlemiss · 27 Aug 2021
Expert knowledge management from NICE CXone
Nowadays, actually getting in touch with customer service might be something you do at a pretty late stage in sorting out a problem - perhaps one step before...
Maya Middlemiss · 25 Aug 2021
CallMiner: The Evolution of Conversation Analytics
It’s an understatement to say that technology has advanced dramatically over the past nearly two decades. For CallMiner, that change has been rooted in the s...
Maya Middlemiss · 5 Aug 2021
Productive Agents, Happy Customers
The role of the contact centre agent has evolved considerably in recent years with the rise of automation and self-serve technologies abstracting away many e...
Maya Middlemiss · 15 Jul 2021
Automating Agent Performance Management
Monitoring and reviewing call centre agents’ work was always an incomplete and unsatisfactory process in the past, explained CallMiner’s VP of international,...
Maya Middlemiss · 14 Jul 2021
Beyond Integration to a Unified Interface
One of the most challenging aspects of the CX professional’s role today is the complexity of the products they support, combined with the volume of data avai...
Maya Middlemiss · 9 Jul 2021
Enghouse Interactive: Continuity in the Contact Centre
In the old days of face-to-face call centre training, instructors always used to say ‘smile and dial’. Because even when the call is audio-only, you can hear...
Maya Middlemiss · 25 Jun 2021
91% of Contact Centre Staff to Leave Jobs in 2021
It’s been a challenging 12 months in the contact centre, and while more customer support than ever has now moved online, the personnel at the frontier of thi...
Maya Middlemiss · 18 May 2021
Contextualising Interaction Analysis in CX
Enghouse’s omni-channel customer engagement software already provides leading AI-driven knowledge management features, to empower customers and agents with t...
Maya Middlemiss · 16 Apr 2021
Guide to AI-Driven Knowledge Management
Knowledge management is at the heart of the contact centre’s role, working to bridge the gap between customers’ enquiries and the facts which will resolve th...
Maya Middlemiss · 15 Apr 2021
Sounds Like CX Excellence
In a world where the contact centre is the pivotal interface between brands and their customers, the importance of the quality of that interaction becomes mo...
Maya Middlemiss · 29 Mar 2021
Enghouse Discuss What's to Come for Contact Centre in 2021
As the British H igh Street sadly reminds us, the way businesses and their customers interact and communicate was transformed forever in 2020. E-Commerce thr...
Maya Middlemiss · 11 Dec 2020
Real-time Speech Analytics from Enghouse
Enghouse’s real-time speech analytics listens to the whole conversation, and applies an AI interface to ensure optimal use of the supervisor attention
Maya Middlemiss · 13 Nov 2020
Welcome to the Collaborative Contact Centre
While it’s easy to focus on changes in where customer service teams are doing their work in 2020, it’s important to reflect too on how that work has been tra...
Maya Middlemiss · 28 Oct 2020
The Frictionless Future of the Contact Centre
After working with software-based contact centres for over 20 years, SAP Digital Interconnect has seen many rounds of product evolution towards the present flagship SAP Contact Center 365 public cloud offering
Maya Middlemiss · 16 Sept 2020
AI-Driven Recording for 100% QA
Call centre supervision has always faced a fundamental challenge, that the monitoring of any piece of audio content essentially takes place in real time, and...
Maya Middlemiss · 7 Aug 2020
Going All-in on Cloud-Based Telephony
The benefits of moving to cloud-based phone services, for better management of costs, administration, and greater flexibility, need little elaboration
Maya Middlemiss · 24 Jul 2020
Consolidating the Cloud-Based Contact Centre
Ribbon is now turning its attention to supporting the transition to permanent new ways of working
Maya Middlemiss · 24 Jul 2020
Ribbon Communications Partners with Mida C3
The collaboration between Ribbon Communications and Mida C3 offers a solution which offers a complete suite of video and voice applications
Maya Middlemiss · 17 Jul 2020
A Voice in the Darkness
With a choice of styles and preferences to suit all environments, Poly’s extensive range of communication headsets and speakerphones make the difference, for business and communication continuity in uncertain times.
Maya Middlemiss · 16 Jul 2020
Enterprise-Grade Speech Recognition
I can remember experimenting with early offerings in speech-to-text software years ago, expensive applications which required hours of practice and training ...
Maya Middlemiss · 14 Jul 2020
The Future of the Contact Centre in a Post-Corona World
Today the world is engaged in a huge and unexpected social experiment, in which hundreds of thousands of people have found themselves working from home at very short notice
Maya Middlemiss · 2 Jul 2020
How Poly is Supporting the Home-based Contact Centre Worker
Many customer-facing roles which were traditionally located in large centralised offices are now suddenly being performed at home, and both customer services agents and their managers are having to make rapid adjustments to their daily routines and working conditions
Maya Middlemiss · 25 Jun 2020
Elastic Omni-Channel
The shift in the way the world does business has led to huge demand for delivery and drive-up services, providing last-mile solutions for consumers staying c...
Maya Middlemiss · 9 Jun 2020
How Businesses Can Deliver on Contextual Communications
BICS’ heritage in global network connectivity provides a simplified and accessible route to implementation of contextual communications, incorporating virtual mobile or fixed numbers, voice, messaging and more
Maya Middlemiss · 5 Jun 2020
Contact Centre Stars of the Future
We talk to Enghouse about customer service in the ‘new normality’
Maya Middlemiss · 2 Jun 2020
Search and Self-Service in CX
Customers need all sorts of information and help from the brands they deal with, and they’re used to expressing this as a question: “How do I..?” or “What’s ...
Maya Middlemiss · 30 Apr 2020
Regulated Industries and Remote Work Contingencies
As the world hurtles forward with its biggest-ever experiment in forced home-based working, it’s easy to overlook the hurdles faced by the most heavily regulated sectors such as Financial Services, Insurance, Healthcare, and Government
Maya Middlemiss · 18 Mar 2020
Cerebri - “One Customer Journey per Customer”
Years ago I worked in consumer research, and we divided consumers into 6 socioeconomic categories - A B C1 C2 D E - in order to describe and predict their pu...
Maya Middlemiss · 13 Mar 2020
Edify Huddle: Harmony in the Contact Centre
Every smartphone user has become accustomed to a completely seamless and unified omni-channel experience when we use our apps and devices to connect socially...
Maya Middlemiss · 6 Mar 2020
RingOver: Optimising Sales Expertise and Information
RingOver’s CTI integration connects directly with third-party CRM tools, like Salesforce, HubSpot, Pipedrive, Sellsy and more, enabling detailed tracking of every interaction, with searchable recordings for future access
Maya Middlemiss · 21 Feb 2020
Customer Experience is the Universal Differentiator
In a world where products can be replicated on the other side of the world in minutes and competing on price is a hopeless race to the bottom, the key frontier for brand differentiation in 2020 is how they make customers feel
Maya Middlemiss · 18 Feb 2020
Automating Understanding for Better Customer Conversations
Mazaru have been helping clients understand their interactions with customers more effectively since 1994 - enabling them to tread that fine line between meeting expectations and managing resources, while ensuring the interaction is perceived as a success by all parties
Maya Middlemiss · 13 Feb 2020
Automated Voice-to-Text Transcription in Highly Regulated Industries
Industry experts Theta Lake have recently published guidance on best practice for using automated transcripts as a part of effective compliance
Maya Middlemiss · 31 Jan 2020
The Agent at the Heart of the Contact Centre
Advances in contact centre technology have transformed the work of the customer service agent forever, inspiring an evolution from a reactive responder role ...
Maya Middlemiss · 10 Jan 2020
Enghouse: Contact Centre Integration for MS Teams
We spoke to John Cray, VP, Product Management at Enghouse Interactive, about what Enghouse customers can look forward to, thanks to the latest developments at Microsoft, and the benefits of migration
Maya Middlemiss · 13 Dec 2019
Theta Lake Webex Integration: Built-in Compliance and Risk Management
Theta Lake provides the solution: a modern compliance foundation, which not only captures and analyses all elements of every interaction for possible risk, it enables efficient archiving, eDiscovery, and compliance review
Maya Middlemiss · 2 Dec 2019
Pinpointing Excellence in Customer Service
Nexidia Analytics reports across 100% of customer interactions through the complete customer journey, using natural language processing to meaningfully parse complex datasets and compare outcomes regardless of the channel used
Maya Middlemiss · 29 Nov 2019
RingCentral’s Curtis Peterson - Big Data LDN
We managed to catch up with RingCentral’s SVP of Operations, Curtis Peterson, ahead of the Big Data LDN show, to talk about what he’s excited to be sharing with delegates
Maya Middlemiss · 12 Nov 2019
Self-Service or the Human Touch, What do Customers Really Want?
Thanks to the growing role of AI within the contact centre, the boundaries are increasingly blurring between what used to be two distinct approaches.
Maya Middlemiss · 31 Oct 2019
Human and AI in Perfect Harmony: Contact Centre for the New Decade
Persistent context, seamless integration of the conversation across all channels, this is the expectation — particularly for high-end and high-touch purchases where the customer is heavily invested
Maya Middlemiss · 23 Oct 2019
Genesys Outlines Hyper-Personalised Experiences to Shape Future of Customer Service
Most organisations know that they need to connect with consumers where there are on a variety of channeland deliver service that is as unique to them as their fingerprint. We spoke with Genesys
Maya Middlemiss · 18 Oct 2019
NICE inContact: True Omni-channel Customer Service
Since the acquisition of Czech Republic startup Brand Embassy in May, NICE inContact have been able to take their call centre management product to new heights - and bring long-overdue disruption to the customer service space
Maya Middlemiss · 10 Oct 2019
Vonage Reveals 'IVR Horror' Cost to Business
New research from Vonage reveals an uncomfortable truth that no customer facing enterprise can afford to ignore: more than half of consumers have abandoned a business altogether because they’ve reached IVR
Maya Middlemiss · 26 Sept 2019
Enghouse on Building the Connected Council Contact Centre
It requires careful planning. Too many channels can result in confusion. Poorly-thought-through processes exacerbate problems by causing mistakes that increase call volumes, and time and effort spent untangling issues and concerns
Maya Middlemiss · 23 Sept 2019
Cisco - Collaboration to Cognitive Conversation
As the U in UC becomes an ever more critical competitive differentiator, Cisco’s latest release, announced at their 10th Annual Cisco Contact Center Summit p...
Maya Middlemiss · 18 Sept 2019
Vonage Amplifies Conversational AI with Over.ai Acquihire
We spoke with Omar Javaid, President of Vonage’s API Platform, and he explained about their recent acquihire of Over.ai’s voice and conversational AI technology platform
Maya Middlemiss · 13 Aug 2019
Unlocking the Secret Sauce of the Sales Rockstar
Top performing sales staff have always been highly sought after, and surrounded by somewhat of an air of mystery. How do some people consistently close far h...
Maya Middlemiss · 5 Aug 2019
Tryg Launch New AI-Powered Virtual Agent
Scandiavian Tryg A/S is one of Europe's largest non-life insurance companies, with a suite of complex and diverse products. To amplify the capacity and quali...
Maya Middlemiss · 1 Aug 2019