Contact Centre Solutions

Insights from the CCMA Leadership Series – Energy & Utilities The energy and utilities sector is evolving rapidly. With increasing regulatory pressure, growing customer expectations, and the push towards AI and automation, how can contact centres stay ahead? This exclusive report, developed in partnership with CCMA, captures key insights from industry leaders on how to build a future-ready contact centre. What You’ll Learn: The biggest CX challenges facing energy and utility firms today How AI and automation are reshaping customer...

Rapid, transformative change has swept the contact centre these past few years. The acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies has driven change within the contact centre. With the 'Great Resignation' sweeping the workforce, it's now more important than ever to understand changes from an agent's point of view. Download our guide for the latest trends including: Why agent stress levels are risingWhich technologies are helping agents - and which technologies...

The events of 2020 profoundly changed the way we live, the way we work and the way we do business. Contact centres and customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios. This has changed business requirements and priorities for contact centre technology. Download our guide and discover what is driving the rapid innovation and how organisations are already putting those...

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In fact, in 2020, we saw the use of chatbots skyrocket as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents. Not only is chat and chatbot customer service now accessible for all, but with 50% of businesses now offering this, customers have now also come to expect it.  Download our guide to help...

Upgrading to a cloud contact centre is becoming a crucial way forward in how businesses operate. Ensuring effortless customer experiences that exceed expectations is critical to a contact centres success. But call centre software that manages systems and customer channels separately can make this extremely difficult to do. Is your current contact centre setup making your job harder than it should be? If so, download this guide to see if now is the right time to level up to a...

“The Inner Circle Guide to Omnichannel (3rd edition)” is one of the Inner Circle series of ContactBabel reports. The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions and business issues. The Guides aim to give a detailed and definitive view of the reality of the implementing and using technologies, how best to address these issues, and a view on what the future holds. To find out more about what the future of Omnichannel within...

We all want to do more with less, benefiting from a more efficient and productive operating model. Unfortunately, there is no one magic formula or quick fix to achieve this. However, with slight incremental changes, contact centres can formulate a powerful workforce engagement management strategy to reduce costs across the board. Our guide highlights the top 9 ways contact centres can lower costs and how much you can expect to save with each one ranging from: Optimal schedulingLess time spent...

Consumers across generational age groups and particularly those within the Generation Z and Millenials bracket have an expectation that communication with a brand should be possible via any preferred channel such as phone, email, chat, advanced messaging apps or social media. As these expecations have evolved, contact centres have also progressed to keep pace and provide a first-class customer experience across both multi-channel contact centre and omni-channel contact centre set-up. However, how have these set-ups impacted forecasting and scheduling? Download...

This new digital world is making contact centre reporting evolve to become quicker and cheaper for companies around the world. In the beginning, reporting was simple. The calls came through and the agent would report the data into their system. Standard reporting only answered basic questioning. But now, in today's hyperconnected world, it doesn't take long for a call centre to evolve into a multi-channel contact centre. So it’s no wonder contact centre managers, supervisors and analysts are getting overwhelmed...

The pandemic has accelerated digital transformation across the business world. Contact centres in particular have had to adjust and become more agile in their operations. In order to find out more, download the recent survey on ‘The State of Contact Centres in 2021’ This report has uncovered many insights, one of them being that 3-in-4 contact centres have moved to the Cloud.   This report covers the following topics: Accelerated Cloud Migration: How the pandemic has accelerated cloud adoptionMaking AI...

How have customer service organisations had to evolve during the COVID-19 pandemic? The crisis has been the fastest cultural transformation of our generation, re-shaping the way we live our lives and redefining how the business world operates. To gain a better understanding of this, our partner Calabrio surveyed 300 contact centre professionals. These insights reveal key trends that will define the contact centre of tomorrow.  This guide covers the following topic/themes: A rapid adjustment in customer experienceEnvisioning the contact centre of the futureLeading...