Eptica
JANUARY 13, 2023
As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.
Eptica
JANUARY 9, 2022
Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead.
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Upstream Works
DECEMBER 11, 2018
According to CMO.com, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. According to Maoz, c ustomer self-service is expected to grow to 64% by 2022.
CSM Magazine
JUNE 10, 2021
A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.
Playvox
APRIL 21, 2023
Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. An omnichannel customer support center connects customers’ interactions no matter where they take place. However, it’s important to remember that lower volume doesn’t mean less effort for your agents.
Talkdesk
JANUARY 2, 2020
” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.
CSM Magazine
JANUARY 19, 2023
Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? To identify other gaps and opportunities that contact centres could be missing, download our latest report: “State of the Contact Centre 2022: Empowering the contact centre as brand guardian.”
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