Member Resources & Library

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Sensée launches Surge emergency response service

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

Partner Article: Calabrio Acquires AI and Bot Analytics Company Wysdom to Revolutionise the Customer Experience

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents. 

Partner Article: From AI theory to practice: Insights from customer service

By Paul Milloy, Business Consultant at Intradiem

Partner Article: Rethinking hybrid work: Why we need an individualised approach for the long run

Matt Rumins, European Head of Customer Success at Intradiem

The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work.  

That’s what hybrid work was supposed to be. What it has actually turned out to be is a juggling act of multiple workplaces and no particular place to hang your hat. Working hybrid means constantly dealing with poor in-person office work conditions, frustrating commutes and a tax on workers’ mental health, among other concerns.  

Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement

Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes

The behavioural science of turning insights to action

How do we translate data into action? The Sabio team explore ways to generate actionable insight and embed new behaviours in our operations.

Partner Article: The Contact Company Selects Calabrio WFM to Power BPO Operations

Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment. 

Partner Article: The Forum Webinar Operational Excellence Write Up

At a recent Strategy & Leadership discussion by The Forum, we focused on the theme “Strength in Numbers”, highlighting the crucial role of community and relationships in successfully navigating uncertainty - of which there has been an abundance of in recent times.

Partner Article: Business Systems brings ForeSight Voice Mining to the UK market to unlock real time, actionable insights from voice communications

Business Systems signs a channel partner agreement with NTT TechnoCross Corporation, offering organisations the ability to unlock real time, actionable insights from their voice communications.  

Partner Article: Attrition in the Contact Center: Trends in Combatting Employee Turnover

A new hire leaves after 25 days on the job – or never shows up for their first day. Or perhaps an employee with five years at the company submits their resignation, taking their experience and knowledge with them. Whatever the scenario, attrition comes with high costs to teams and the enterprise. Download Centrical's Ebook to read their top tips on attrition.
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