Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing contact centres for the new age of hybrid work. In … Read more “Delivering Exceptional Customer Experience: Tools, Talent and Training”
Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of customer experience (CX). With the unprecedented surge in calls due … Read more “Turbo Charging CX in the Contact Centre”
Receptionist services are the front line of most sizeable business; fielding calls from clients, partners, suppliers, and customers is all in a day’s work. In recent years there’s been a … Read more “The Rise of the Virtual Receptionist in the UK”
The business meeting as we know it has an expiry date. In recent years, in person, prescheduled, and time-boxed meetings have grown a reputation for being a time-costly and often … Read more “What Could the Future of Meetings Look Like?”
Many companies have taken the opportunity to put advanced technology to use in their contact centres to better serve customers. Some organisations are taking advantage of contact centre as a … Read more “Automated and AI Customer Service for Contact Centres”
Long before spare bedrooms, garages, and dining rooms began turning into workplaces en masse, the idea of remote work was seducing the world. Over the years, countless companies have started … Read more “Key Themes in the New World of Work”
Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”
Pulse is an easily-overlooked, but really useful, feature of RingCentral’s cloud based contact centre. Don’t worry if the term doesn’t ring a bell – but definitely read on to find … Read more “Pulse for RingCentral Contact Centre”
Gartner Symposium/IT Xpo ran from 3-7 November at Centre Convencions Internacional Barcelona (CCIB). The weather was splendid, the crowds were large, the catering was relentless. Personally, I’ve been to Gartner … Read more “Gartner Symposium/IT Xpo Overview and Key Insights”