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TD Bank Group (TD), in collaboration with the Canadian Administrator of Video Relay Services (CAV introduces a new dedicated phone line for customers who are Deaf and use sign language, allowing individuals to use their Video Relay Services (VRS) app... Read More...
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March 27, 2023 4:00 AM
This expanded partnership enables Five9 to resell Invoca PreSense, delivering a solution that provides contact center agents with a complete, pre-call picture of a customer’s digital activity, helping to remove friction and create a more “fluid” CX. Read More...
March 27, 2023
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In today's fast-paced and high-pressure business world, mental health and well-being have to remain top priority. Read More...
March 27, 2023
The continued drive from airlines to utilise self-service or non-voice channels is creating serious frustration and concerns for travellers. Read More...
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According to the new report, 91% of retailers are experiencing an increase in return rates, yet most continue to treat returns as a cost of doing business
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March 15, 2023
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Call center quality assurance (QA) is an important part of any organization’s customer service strategy. It requires evaluating the performance of call centers and agents, identifying areas for improvement, and providing feedback to ensure qual... Read More...
February 12, 2023
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Call Assist’s professional virtual office services in Geelong give clients the perfect blend of affordability, usability and efficiency.
Whether you are a start up, a government agency or an established business it makes perfect sense to outso... Read More...

January 29, 2023
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Agent compliance infractions can lead to unwanted penalties for your organization. Consider this:

Dodd-Frank Act penalties can amount to $1 million or more
PCI Compliance penalties can be $5,000 per month per agent
MiFID II infrac... Read More...

January 27, 2023
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We have all experienced automatic call distribution (ACD), sometimes also called automated call distribution, when calling our favorite (or not so favorite) companies.    
Here’s what ACD often sounds like: “Please ho... Read More...

January 27, 2023
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When developing new applications or introducing new services to customers or prospective customers, a 0 – 100% (i.e. from none to the entire customer base) rollout can hurt. Recent examples include a major automotive recovery company who introduced a... Read More...
March 27, 2023
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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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Members' Updates....

Raj Wadhwani -

Are you planning to attend events in 2023? Check the events to attend link at the top of this page. Here are some recent comments from our delegates

December 29, 2022 12:19 PM
Candice Roberts has connected with Mete Canbolat
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Grace Heny has connected with Hoyi Kharisma Anjani
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Bharat Parshotam has received more votes for Industry Champion Awards Program
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Inés Martinez has connected with Mete Canbolat
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Richard Dawson has connected with Mete Canbolat
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Demi Apriliani has received more votes for Industry Champion Awards Program
March 26, 2023 8:58 PM
Bharat Parshotam has received more votes for Industry Champion Awards Program
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Jeff Kirchoff has connected with Natasya Andrea Tanuwidjaja
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