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Industry News

About 420 Victorian Centrelink call centre staff have been sacked in a move the federal opposition called a "disgraceful" attack on workers administrating the nation's safety net amid a deep recession. Read More...
October 22, 2020 12:55 PM
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CallMiner’s Integration with the NTT Voice Transcription Engine and ForeSight Voice Mining Solution Enables Organizations in Japan to Take Advantage of Rich Conversational Insight
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October 22, 2020 11:05 AM
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Call recording software designed for at-home agents. Read More...
October 22, 2020 9:14 AM
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Conversica offers at fully-integrated Intelligent Virtual Assistant that delivers two-way, human-like conversations across Website chat, Email and SMS; accelerating revenue and efficiently scaling your revenue-centric teams Read More...
October 22, 2020 7:23 AM
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Provide Quick Responses to Repetitive Requests and Scale Self-Service Student Support
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October 22, 2020 5:32 AM
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itopia has engaged with healthcare technology transformation provider Cognosante, to deploy virtual desktops and apps on Google Cloud for its remote, contact center quality assurance workforce. Read More...
October 22, 2020 3:42 AM
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Its portfolio and targeted transformation strategies help customers make optimum use of their automation solutions Read More...
October 22, 2020 1:51 AM
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Uniphore integrating RPA + AI capabilities to drive front office automation for better customer experiences by reducing call handling times and reducing the need to put users on hold.
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October 22, 2020
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CBTS unites expertise in delivering hosted unified communications, large network solutions, and advanced API integrations with the Five9 Intelligent Cloud Contact Center software enabling a comprehensive remote agent solution. Read More...
October 21, 2020 9:15 PM
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At ContactCenterWorld.com, we have been working with our global team from home for many years! Our President, Raj Wadhwani created a Work from home' video with tips based on our experience.

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ISG Provider Lens™ report finds regional issues add to uncertainty as providers join global trends toward remote work, automation and cloud contact centers
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October 21, 2020
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ISG Provider Lens™ report sees many enterprises embracing contact center outsourcing vendors and automation to handle basic customer queries Read More...
October 19, 2020
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The coronavirus pandemic accelerated digital transformation. Contact centers must navigate the latest innovations while maintaining the human element of customer service Read More...
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Gary Williams, Director of Sales and Consultancy at Spitch, explores the impact of COVID-19 on contact centres and the consumer response during the pandemic Read More...
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There are various ways in which businesses can benefit from local and professional call centre services in Geelong, particularly to establish, develop and nurture client relationships.
In times like these, having a loyal customer base is pivotal to ... Read More...

September 22, 2020
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The recent health crisis has forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward... Read More...

September 18, 2020
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The old adage is true: you never get a second chance at a first impression.
Even when someone is familiar enough with your organization to dial you up, that first conversation can have a lasting impact on how they perceive your business. It&rsqu... Read More...

September 17, 2020
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Answer the Call: Why Small Business Owners Need Answering Services
Customer satisfaction should be a top priority for any business. Having a small business answering service is an easy way to impress customers.
It’s no secret that having a ... Read More...

September 12, 2020
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Tip of the Day

We have heard from a number of contact center managers that they have noticed a few agents fixing their stats by picking up a call and putting it down immediately – the system shows a call handled by the agent when it was not. Other tricks include ta... Read More...
October 22, 2020
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What are the 5 I’s of customer service and are you acting on each of them? https://hubs.la/H0x8j470 #customerservice #customerexperience
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Ed Force One. Quem não gostaria de viajar nesta aeronave... • • • • • E aí... Gostou? Siga nosso perfil e compartilhe com seus amigos... • • • • • #metal #rocknroll #rockandroll #heavymetal #hardrock #hairmetal #80shttps://www.instagram.com/p/CEx66WnhO4Y/?igshid=1kd5r460y88mv
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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

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