Partner Article: Sensée Creates 500 New Work-from-Home Contact Centre Roles
Sensée, the work-from-home specialist, is creating 500 new permanent and temporary positions to meet the growing demand for homeworking staff.
The vacancies are for Customer Contact Advisors, Team Managers and back office staff to work for new and existing clients. Start dates are immediate.
Why simplicity in contact centres matters in an era of complexity
The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority. That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification
Partner Article: Boost Productivity and Motivate Agenda
Find out how Alvaria is helping enterprise contact centres reimagine the employee experience, 16 –17 November at Call & Contact Centre Expo, Europe’s leading call and contact centre event, at booth # CC-AJ44.
Partner Article: Using game mechanics motivates and engages call centre employees seamlessly at Alvaria
Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals – results in improved employee retention, performance, customer satisfaction and profitability.
Partner Article: Gamification Releases Chemical Transmitters That Improve Employee Engagement & Performance at Alvaria
There is no doubt employee engagement has never been a higher business priority—especially for contact centers. The necessity to quickly move from a primarily on-premises to remote workforce due to COVID-19 caught many companies off-guard.
Partner Article: BUSINESS SYSTEMS, INTEGRATED CARE 24 AND CLEO SYSTEMS SHORTLISTED FOR THE 2022 HSJ PARTNERSHIP AWARDS
Business Systems, Integrated Care 24 and CLEO Systems are delighted to announce that its NICE Nexidia Speech and Text Analytics project has been shortlisted for Best Healthcare Analytics Project for the NHS at the HSJ Partnership Awards 2022, recognising their outstanding contribution to healthcare – in what has been an exceptional and challenging period across the sector.
Partner Article: Enhance Employee Engagement to Improve CX at Alvaria
Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals — which results in improved employee retention, performance, customer satisfaction and profitability.
Partner Event: Join Alvaria for the Credit Connect Technology Think Tank New Generations in Lending.
Learn more about the current lending technology landscape – how wider society impacts lending patterns and the role of digitalisation in lending and repayments. Plus, find out more about impact of new lending models such as Buy Now Pay Later (BNPL).
Partner Article: Workforce Wellbeing Recovery Kit at Calabrio
We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers.
Partner Article: Workforce wellbeing - what does it really mean and why does it matter more than ever?
Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing.
Partner Article: Optimise Your Contact Centre Workforce with Real Time Intelligent AI Capability at Alvaria
Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, recently introduced Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact centre agent experience.
Partner Article: Revolutionising CX with Next Generation Cloud Technology
Following the pandemic, the definition of customer experience has been redefined. They expect outstanding service using the channels they prefer (voice, video, text, chat, etc.), with agents who are knowledgeable and empowered to problem-solve quickly. At the same time, work-from-anywhere trends have created new opportunities and challenges in delivering exceptional customer experience.
Alvaria Accelerate ‘22 Virtual Experience
Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.
Partner Article: The Forum - Optimising Healthcare Contact Centre Operations - 4 Ways
In today's day and age, a negative customer experience can make or break an organisation's reputation. Delivering a good customer experience is now pivotal to how customers perceive a brand, and this is only intensified when operating within the healthcare space.
Partner Article: Electric car subscription service Onto partners with Business Systems to transform the customer experience
The partnership will improve agent engagement and provide an effortless service for outstanding customer experience.
The Inner Circle Guide to Cloud-Based Contact Centre Solutions
Detailed Answers to Common Cloud Questions from Leading Solution Providers
Partner Article: OVO Energy Aims To Boost Team Engagement and Career Development with Centrical
Centrical is pleased to announce that OVO Energy, the UK’s third largest energy supplier, has chosen Centrical to support team engagement, and to deliver personalised learning and development pathways across their customer care operations.
Partner Article: eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems
Sunnyvale, CA (October 3, 2022): eGain Corporation (NASDAQ:
EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems.
Partner Article: What contact centre agents are looking for in employers David Marshall, Regional EMEA Lead at Intradiem
Filling contact centre roles used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.
Partner News: eGain Named as a Supplier on the Crown Commercial Services G-Cloud Framework
Partner Article: Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework
Hammersmith, London. Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations.
Partner Article: Call center attrition: why do staff leave - or stay?
Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.
Partner Article: How to set the right service level goal in your call center
What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?
Partner Article: Occupancy, utilization, productivity: what’s the difference?
These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.
Partner Article: Data, AI and automation will never replace humans. Fact
Matt Rumins, European Head of Customer Success at Intradiem, argues that while these technologies can empower humans, they neither can nor should ever replace them.