Search Results for: contact centre management

Customer interaction analytics: the secret to modern CX

Over the past year, keeping up and responding to customers has become a feat for businesses. In today’s digital world, contact centres are juggling more conversations than ever before and on an increasing number of channels. Without a doubt, digital...

Removing language barriers with AI-powered technology: An interview with Vasco Pedro

Did you know that English is spoken only by a quarter of the world’s population? This leaves an untapped market that businesses should consider more seriously. However, without a digitally advanced, and scalable language translation strategy, businesses can find themselves...

Cloud-enabling technology at the heart of business development

In the last year, the unforeseen effects of the pandemic have been a catalyst for prolific change in how brands and organisations engage with their customers and employees. The contact centre moved to the cloud and its agents swiftly adapted to...

Building B2B trust for more customer-centricity

Building B2B trust can enable businesses sustainable growth, customer-centricity, and employee satisfaction. Learn about a model that can help companies integrate cross-team collaboration and break silos effectively. In my many years as a practitioner and consultant in the field of...

Spark kicked off a new initiative with Calabrio to align customer and employee experiences

Spark, New Zealand’s telecommunications and digital services company, chooses to support 1500 employees in the multi-channel customer services with the help of Calabrio. The cloud-first workforce management solution coming from Calabrio should enable Spark and other companies to balance customer and...

The Message for 2021? Get Some Good Chat

Never before has it been so vital for all businesses to digitally transform – or risk being left behind. Virtually overnight, worldwide lockdowns have driven commerce almost exclusively online, forcing companies of all sizes to contend with dramatically changing customer...

7 Ways to Improve Customer Experience with Email Marketing

A happy customer is a loyal customer. And loyal customers are important. In fact, the chances of selling to an existing customer are between 60-70%. Which drops to a mere 5-20% for new customers. But what is the key to keeping customers...

CX Stars 2021: Top 10 CX Professionals

Number 1 Simon Johnson General Manager, Sales Leader and Growth Expert: UK and Ireland, Freshworks Inc. Simon is a seasoned sales professional at Freshworks. Simon is a data-driven, dynamic, personable (and fun!) leader, with 17 years of proven success in leading business and...

And here are the Panelists

CX Stars, the awards that honour contributions made to the dynamic CX industry by outstanding professionals and influencers, has returned for 2021! We are thrilled to announce the panelists who will be choosing our winners from the Top 100 CX Professionals and Top 50...

Time to Take a CX Reality check?

2020 has been a year like no other. The impact of Covid-19 on businesses of every shape and size, across all sectors, has obviously been unprecedented. Change has been forced upon virtually every organisation as they’ve endeavoured to adapt and...