Search Results for: contact centre management

The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure,...

The Performance Management & Quality Monitoring campaign

The Performance Management & Quality Monitoring campaign helps companies within the UK contact centre industry become pioneers of next generation best practice Also known as the P&Q Challenge, the aim is to get everyone in the contact centre industry to...

Contact centre: Heart of the business or outdated irrelevance?

Paul Scott discusses the contact centre’s future in light of findings from the 2103 Dimension Data Global Contact Centre Benchmarking Report. For decades customer management leaders have argued that the contact centre should sit at the heart of business strategy and...

Top 10 CX Stars Profiled: Michelle Ansell & Sharif-Paul Anton

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 8 in each category. Sharif-Paul Anton, of Samsung Electronics is today’s featured Professional, and our Influencer is Michelle Ansell of...

Daniel Ord

[bt_section][bt_row][bt_column width=”3/4″ align=”left” vertical_align=”inherit” border=”no_border” cell_padding=”btDoublePadding” animation=”no_animation” highlight=”no_highlight” background_color=”” transparent=”” inner_background_color=”” background_image=”” el_class=”” el_style=””][bt_header superheadline=”High Performance Management for Inbound Contact Centres Masterclass” headline=”Daniel Ord” headline_size=”large” headline_style=”regular” dash=”bottom” subheadline=”” el_class=”” el_style=””][/bt_header][bt_text] I’m an American national with nearly 30 years in the Customer...

Lebara making customers SMILE

Multi award-winning Lebara Customer Service have a lot to be proud of – employee engagement, industry high NPS and customers tweeting their love for the contact centre. Here they tell us some secrets to their success. The London based call centre...

Accenture Expands Salesforce and Gen AI Strength with NeuraFlash Acquisition

Accenture is set to acquire NeuraFlash, a Salesforce and generative AI consultancy recognised for building “agentic” solutions that streamline sales, service, and field operations. The move will enhance Accenture’s Salesforce Gen AI and managed services offerings, while expanding its reach...

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...

Krisp AI Makes Customer Conversations Feel Fluent Worldwide

Krisp has released AI Voice Translation v2.0, the latest version of its translation solution built to transform bilingual conversations between agents and customers. The new platform introduces advanced features such as Synchronous Mode, Auto-scoring, Custom Prompts, and Language Auto-detection, all...

Calabrio Advances AI That Understands Empathy in Patient Care

Calabrio has announced a major expansion of its CareAI healthcare initiative, a project that harnesses generative AI (GenAI) to streamline patient care, reduce wait times, and address staffing gaps. This move will result in a faster, more compassionate healthcare experience...