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Industry News
Spark NZ Selects Calabrio as Part of Unified Front Line Initiative
Cloud-first workforce engagement management platform chosen to enable Digital Services company to flow workforce across contact centres, retail stores and at-home visits to be where their customers are. Read More...
April 15, 2021 4:56 AM
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Cyara Call Explorer Bridges the Gap between Manual and Automated Customer Experience Testing for Voice Calls
Automated CX Assurance Provider’s New Platform Feature Enables Time-savings, Increased Productivity and Scalability to Provide a Better Customer Experience Read More...
April 15, 2021 4:00 AM
 41 
Microsoft Accelerates Industry Cloud Strategy for Healthcare with the Acquisition of Nuance
Microsoft Corp (Nasdaq: MSFT) and Nuance Communications, Inc. (Nasdaq: NUAN) announced they have entered into a definitive agreement under which Microsoft will acquire Nuance on Friday, April 9, in an all-cash transaction. Read More...
April 15, 2021 3:03 AM
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IMA to Create Helpline to Support Smaller Clinics in Pune Treating Covid-19
The Indian Medical Association said a helpline would now be set up using the expertise of these volunteer doctors to support smaller facilities that are dealing with the pandemic. Read More...
April 15, 2021 2:07 AM
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Customer Service Analytics Help Thomson Reuters Improve Customer Interactions and Remote Agent Performance
Thomson Reuters tested the quality of its remote onboarding and training process during the pandemic. Managers used workforce analytics to break down and analyze interaction and performance data to determine areas of onboarding and training that could be improved.
April 5, 2021 5:00 AM
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Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected? Read More...
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Adapting To The Pandemic - We Asked Members How It Went!
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Douglas Jackson Limited - The Impact Room – Jo Causon CEO Institute of Customer Service
We were delighted to see Jo Causon, Chief Executive Officer of Institute of Customer Service in the Impact Room recently. Jo joined Hannah Louise Cox to share some insight and thoughts about customer service, customer demands... Read More...
April 13, 2021 5:00 AM
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OrecX - Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site Environments
Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and p... Read More...
April 7, 2021 5:00 AM
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Hybrid Work – 5 Keys to Building an Effective Hybrid Workforce
Ryan Easter couldn’t believe he was being asked to run a pandemic business continuity test.
It was late October 2019 and Easter, the IT Director and a Principal ... Read More...
April 5, 2021 5:00 AM
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Act On Your Customer Intelligence
Rapid evolution of technology is really expanding the capability of the Contact Center, but is the customer information this provides being used to good effect in terms of service provided? Behavioural differences in different European markets or fr... Read More...
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Members' Updates....

Shannon Peberdy -

Don't miss out on entering the ONLY global awards program in the industry! The submission deadlines for our 2021 '16th Annual' Global Top Ranking Performers Awards: APAC - CLOSED | EMEA - 16th April | AMERICAS - 23rd April Why enter our prestigious awards program? - The only TRULY GLOBAL award program - A COMPREHENSIVE program - 100% UNBIASED - The 'OLYMPICS' of the Contact Center World - Over 40 relevant AWARD CATEGORIES - Make CONNECTIONS with other award entrants - BENCHMARK against others - Unrivalled RECOGNITION - Public, Private, Inhouse, Outsourced Categories - INTEGRITY second to none | Apply at www.contactcenterworld.com/worldawards


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Join us- The Big Calabrio CX Quiz- May 5, 10am GMT
Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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