Interactions EMEA

Interactions EMEA Welcomes Stephen Fry as Keynote

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Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, […]

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unisys

Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

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Unisys’ managed service desk, InteliServe™, has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward […]

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customer expectations

7 Tips to Manage Customer Expectations

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Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations.   Here are some key customer expectations and some tips towards managing them  Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is […]

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quality monitoring

What is Call Quality Monitoring?

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“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls. […]

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inbound call center

What is an Inbound Call Center?

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If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, […]

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engaging solutions

Collaborative Solutions Deliver for Engaging Solutions

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As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire […]

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internet phone service

What is an Internet Phone Service?

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We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over […]

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ivr

What is an IVR (Interactive Voice Response)?

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At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent.  For example, if they just want to know their account balance.    Before I go deeper into WHAT an IVR is, […]

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valvoline

Valvoline Firing on All Cylinders with CXone

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Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the […]

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