Member Resources & Library

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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.

Partner Article: How ChatGPT will transform customer service

The advent of ChatGPT seems to represent a quantum leap in the capacity of artificial intelligence (AI) to reshape the world we live in. Things are moving quickly, and organisations must begin now to think about how they can harness the power of AI to improve their performance beyond what basic process automation has long made possible. 
 

eGain Special Edition: Knowledge Management for Dummies

eGain Special Edition: Knowledge Management for Dummies - The first and only publication of its kind, this booklet defines and demystifies KM. It also discusses how to select solution partners and succeed in KM initiatives.The booklet is also chock full of real-world success stories and best-practice tips for success. 

Technology Showcase: Centrical

2023 Workforce & Global Operation Leader Insights

Originally broadcast Wednesday 17th May 2023, 13:15

2023 Workforce & Global Operation Leader Insights. Centrical recently surveyed over 500 global enterprise operations leaders across industries about the current state of workforce engagement management and how their leadership initiatives tie to company growth goals. The results were astounding!

Interactive Keynote: One Workforce - The Future of Customer Contact?

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Originally broadcast Wednesday 17th May 2023, 12:30

One Workforce. The Future of Customer Contact? Join this fascinating session with Verint as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility. 45mins

Interactive Keynote: Does AI really have a place in Quality Assurance?

A discussion with Evaluagent on the ever increasing presence of AI and the place it has in Quality Assurance.

Originally broadcast Tuesday 16th May 2023, 15:15

Join Chris Rainsforth and Chris Mounce from EvaluAgent for a discussion on the ever increasing presence of AI and the place it has in Quality Assurance.

Technology Showcase - NICE

Forecasting and AI working together to drive Accuracy.

Originally broadcast Tuesday 16th May 2023, 13:15

Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will  be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.

Technology Showcase: QStory

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.  

Technology Showcase: Sabio

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

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