NEWS of the Industry

Cloud BPO Services

Welcome to Cloud BPO Services News from our Industry

Cameron Smith of Genesys discusses how Artificial Intelligence (AI) automates and simplifies contact centre workforce planning. Thoughts of artificial intelligence (AI), especially dueling algorithms, might immediately conjure up images from movies like “The Terminator” or “The Matrix” — where these […]... Read more
Published on: 2020-10-23
Nicolette Beard, on behalf of Jacada, shares her thoughts on on how to improve the security of your work-from-home operation. How do you create a call centre work environment when agents are worried, tired and stressed? As the coronavirus chaos […]... Read more
Published on: 2020-10-23
Remote working can be tough if you haven’t done it before—especially in the current COVID-19 climate where thousands of people have had to embrace remote working, whether they like it or not. When I first started working for Process Street […]... Read more
Published on: 2020-10-23
Dave Pauling argues that implementing innovative Contact Centre as a Service (CCaaS) solutions requires support from committed CX specialists In an age when every company will tell you they offer cutting-edge solutions; it is understandably difficult to separate reliable tools […]... Read more
Published on: 2020-10-22
João Safara of Talkdesk shares some helpful advice for improving call deflection and self-service. We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of […]... Read more
Published on: 2020-10-22
The COVID-19 pandemic is rapidly transforming the way we connect, communicate and collaborate. One powerful tool helping to close the social distance gap between customers and businesses is the chatbot, a software application designed for human-like conversations. Though they’ve been […]... Read more
Published on: 2020-10-21
Sebastian Reeve of Nuance discusses whether or not the UK is really getting worse at First Contact Resolution (FCR). Ask UK consumers what matters to them when contacting an organisation, and the most popular answer is getting their question or […]... Read more
Published on: 2020-10-20
Noisy offices take a toll on all of us. But people with hearing loss are uniquely affected. Whether it’s struggling to hear their colleagues or have a phone conversation, hearing imparied people are often at an extra disadvantage in the […]... Read more
Published on: 2020-10-20
Pandemic lockdowns forced many companies to quickly switch their customer service teams to work remotely, with very little advanced warning. While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as […]... Read more
Published on: 2020-10-20
Patty Yan of RingCentral shares insights about the new age modern contact centre and ways to improve it. The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in […]... Read more
Published on: 2020-10-20
Richard Kenny of Poly discusses two key contact centre challenges and how to overcome them. 1. Over Emphasis on Digital Channels Maintaining a new level of customer satisfaction against a backdrop of rising, unpredictable demand for call centre services is no mean […]... Read more
Published on: 2020-10-20
Darrius Jones at Poly shares insights about a renewed focus on customer service during this crisis. For the majority of the year 2020, organizations have lost their ability to deliver in-person service to their customers. Meanwhile, customers endured increasingly complex […]... Read more
Published on: 2020-10-19
Current global affairs have accelerated the already flourishing trend of remote agents. As we have previously written, the top benefits of having remote agents include reduced costs, less employee burnout, as well as heightened security for your operations in the […]... Read more
Published on: 2020-10-19
Great customer service is at the heart of successful businesses and begins the moment a customer reaches out to engage with a company. Pop-up windows that provide enhanced caller information can help you deliver a superior experience from the moment […]... Read more
Published on: 2020-10-19
Vincent Lascoux of Odigo argues that customer satisfaction CSAT is still vital to generating growth and enhancing brand reputation. Across all sectors, call centre managers know a good way to measure CSAT is simply to ask customers for their opinions. […]... Read more
Published on: 2020-10-16
Helen Billingham of Enghouse Interactive discusses the importance of self-service for greater customer satisfaction. Especially in current times, customers want the control and reassurance of being able to access information and find answers to their queries themselves, 24 hours a […]... Read more
Published on: 2020-10-16