Contact Centre stories - Page 27
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
Golden opportunities for enterprise e-waste reduction
Mon, 10th Dec 2018
#
uc
#
datacentre infrastructure
#
hyperscale
As e-waste volumes surge past 50 million tonnes globally, businesses face pressure to improve technology asset management and embrace recycling efforts.
Gartner: Infrastructure services moving beyond the edge
Tue, 4th Dec 2018
#
uc
#
network infrastructure
#
hyperscale
Gartner reports infrastructure service providers must expand beyond edge computing, embracing digital touchpoints to meet evolving customer demands.
How AI can improve service desk productivity & staff wellbeing
Mon, 3rd Dec 2018
#
uc
#
martech
#
it automation
AI can drive automation, which could be anything from answering common questions to providing automated actions based on a particular request.
simPRO launches VoIP solution in NZ
Fri, 30th Nov 2018
#
uc
#
voip
#
contact centre
Job management company simPRO has rolled out a new VoIP phone solution for New Zealand trade service businesses.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
#
uc
#
endpoint protection
#
email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.
AWS offers inside look at its work with the public sector
Thu, 29th Nov 2018
#
uc
#
hyperscale
#
public cloud
The company's Public Sector Partner Program grew almost 40% this year, with more than 800 partners now on board.
Park Place opening EMEA ops centre in Cork, jobs up for grabs
Tue, 27th Nov 2018
#
uc
#
hyperscale
#
dc
The world's largest post-warranty data centre maintenance organisation has announced that it will be opening its new EMEA Operations Centre in Cork, Ireland.
WatchGuard's eight (terrifying) 2019 security predictions
Fri, 16th Nov 2018
#
malware
#
uc
#
firewalls
The next evolution of ransomware, escalating nation-state attacks, biometric hacking, Wi-Fi protocol security, and Die Hard fiction becomes reality.
How to balance collaboration and security on Workplace by Facebook
Tue, 30th Oct 2018
#
uc
#
cloud security
#
casb
Cloud tool growth spikes data risk; firms adapt to insider threats, ensure compliance with tools like Netskope.
Why humans will remain at the core of customer experience
Wed, 17th Oct 2018
#
crm
#
uc
#
cx
AI technology is streamlining human interactions rather than replacing them in contact centres, as customers still rely on human interaction.
Gartner's top 10 tech trends for 2019
Tue, 16th Oct 2018
#
uc
#
semiconductors
#
data analytics
Gartner has released a list of what it sees as the most important strategic tech trends to be aware of in the quickly upcoming year.
Ten new ways for everyone to achieve more in the modern workplace
Tue, 25th Sep 2018
#
uc
#
healthtech
#
microsoft
Microsoft is introducing new capabilities in Microsoft 365 that make it possible for every person to do their best work.
Using technology to inspire customers
Wed, 19th Sep 2018
#
crm
#
uc
#
cx
Harnessing AI, machine learning, and VR, the travel industry seeks to predict and inspire consumer behaviour, making choices more personalised and engaging.
Exclusive: SailPoint CEO on why bot identities need to be scrutinised
Wed, 5th Sep 2018
#
uc
#
martech
#
it automation
Bots today have access to mission-critical systems, applications and data, just like any other user within the organisation.
Exclusive: An inside look at Lenovo's AI initiatives
Wed, 29th Aug 2018
#
uc
#
digital transformation
#
martech
Lenovo's AI initiatives include the launch of Lenovo Intelligent Computing Orchestration (LiCO) to simplify AI model development. #AI #Lenovo.
How chatbots can enhance the customer experience
Wed, 18th Jul 2018
#
uc
#
data protection
#
cx
Companies are increasingly using chatbots in their mobile apps to enhance customer service and improve the overall customer experience.
Z Energy's customer fuel management database breached
Thu, 28th Jun 2018
#
uc
#
breach prevention
#
cybersecurity
Z says it believes the data accessed does not include bank details or other information that would put customer finances directly at risk.
How IT service desk admin jobs will be transformed by smart automation
Tue, 19th Jun 2018
#
uc
#
martech
#
it automation
Developments in AI technologies like ML and natural language processing will strengthen the connection between IT teams and their organisation.
How businesses can prepare their contact centre for a bot/AI environment
Fri, 15th Jun 2018
#
uc
#
martech
#
ai
As AI and bots revolutionise customer service, businesses must update infrastructures and train staff to harness this tech effectively. Here's how.
CX perception gap means opportunities for channel
Thu, 7th Jun 2018
#
crm
#
uc
#
cx
A new survey from Mitel shows that businesses' customer experience isn't as good as they think - but tech could be a big part of the solution.