Call Centre Helper Magazine

It's only 2 weeks to go until our next webinar! ⏳ Are you curious about how AI and automation are transforming contact centres? 🤔 Why not Join our Digital Content Director, Xander Freeman on the 24th of October, along with Paul Weald and Laura Ball at Zoom to uncover the real impact of AI innovations on daily operations and your bottom line. We'll discuss: 🔵 What innovation really looks like in 2024 🔵 How the best contact centres are leading the way 🔵 What AI can do (and what it can’t) 🔵 Key considerations for driving impactful change 🔵 Quick wins for instant results Spaces are limited! Join us on the 24th of October at 2pm BST to explore how AI can transform your contact centre. Register here 👇 https://lnkd.in/e2V8UJzS #CCHWebinar #ContactCentres #CX #AI

Nearly everyone has at least one email address, often more. Like other communication channels, email has evolved to keep pace with modern needs, benefiting from the power of AI while maintaining its user-friendly appeal ✉ In our recent blog, Nicolas Marcoin at Odigo explores how AI is transforming email as a customer service channel, improving efficiency, classification, and response times. Read the full blog post here 👉 https://lnkd.in/eqptaJmt #Email #AI #ContactCentres

Before investing in new technology, have you thought about how well it will integrate with your current solutions? 🤔 Watch our recent video, where Martin Oberdanner, Director Presales, Enghouse Interactive, explains how contact centre leaders can identify and choose what technology they need next and that they need to double check how it integrates with current CX platforms. For more tips on how to choose the best contact centre technology, follow this link 👉 https://lnkd.in/edUxeBtd #ContactCentres #Technology #CX

Looking to add some frightful fun to your workplace? 👻🎃 We've gathered the best Halloween ideas and party games to bring some spooky spirit to your contact centre👉 https://lnkd.in/eCh3qSxW #WorkplaceFun #OfficeHalloween #ContactCentres

$1 Million saved in operational savings from combined agent voluntary time off and WFM labour savings 😮 Lowe's Companies, Inc. switched from an old third-party WFM solution that did not meet all of the company’s complex needs to NICE's comprehensive self-service solution. Kenya Smith, WFM Senior Manager at Lowe’s, said, “With the flexibility and dynamic configuration options within the NICE solution, we have the ability to focus on customer satisfaction and align our workforce management practices to promote agent empowerment.” Read the full case study here 👉 https://lnkd.in/eA4wATG4 #CXStudies #ContactCentres #WFM

Do you tend to overlook your agents insights when it comes to choosing your contact centres next technology investments? 👀 Agents are the ones that work on the front lines of your contact centre and interact with your customers on a daily bases. Take a look at this video, where John Matthew Ortiz, Technology Sales Manager, MiaRec, explains ways to get your agents involved in the technology decision making process. For more tips on how to choose the best contact centre technology, follow this link 👉 https://lnkd.in/edUxeBtd #CXTechnology #ContactCentres #CX

Calabrio, Inc. has announced that its Workforce Management solution now integrates with Microsoft Dynamics 365 Contact Center 👏 Raj Shankar, Global Head of Product at Calabrio, said, With Calabrio WFM seamlessly working with Dynamics 365, we provide customers with robust flexibility and efficiency.” Harish Tyagi, Product Leader, Microsoft, said, “Enabling Calabrio Workforce Management to work seamlessly with Microsoft Dynamics 365 Contact Center represents a significant leap forward for contact centres.” Read more on this exciting news here 👉 https://lnkd.in/eHCG6P9n #WFM #ContactCentres #CX

How do you know what technology your contact centre should buy next? 🤔 In today's fast pace world, technology can be both an asset, and a challenge. In our recent video, David Samuel, Chief Product Officer, Contexta360 explains how contact centre leaders can identify and choose what technology they need next and how to make smarter technology decisions. For more tips on how to choose the best contact centre technology, follow this link 👉 https://lnkd.in/edUxeBtd #CXTechnology #ContactCentres #CX

We love a bit of spooky fun in the contact centre 🎃 let us know what you are getting up to

Zoomtopia 2024 has come and gone! Across a host of revealing sessions, Zoom’s leadership provided detailed insights into how the latest innovations will drive the next phase of CX transformation ⭐ We heard talks from Eric S. Yuan, CEO and Founder, Steve Rafferty, EMEA Head, Tommy Hart ☄️, Zoom Contact Center Account Executive, Chris Morrissey, Head of CX Sales & GTM and many more industry experts at Zoom. For those who couldn’t make it, the Call Centre Helper team have put together the key highlights and takeaways from Zoomtopia to share with your contact centre. Read here 👉 https://lnkd.in/epsUeQqD #Zoomtopia24 #ContactCentres #CX