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Do you specialise in Social Media for customer care? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focussing on Social Media solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Do you provide Technology Solutions to call centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focussing on new Technology.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of tech to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Analytics

Do you provide Analytics Solutions to Call Centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focussing on Analytics Solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Analytics Solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Do you provide Agent Coaching & Monitoring solutions? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focussing on Agent Coaching & Monitoring solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Agent Coaching & Monitoring solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Do you specialise in call centre Training & Development? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focussing on call centre Training & Development.

It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of call centre Training & Development solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Lisa Carter on lisa.carter@mimrammedia.com.

Here are the areas we’ll be covering, month by month:

September – Training & Development

October – Knowledge Management

November – Web Self Service/Chat

December – Display Boards

For more information on any of the above, contact Lisa Carter on lisa.carter@mimrammedia.com.

Do you specialise in Virtual Call/Contact Centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in August we’re focussing on Virtual Call/Contact Centres.

It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Virtual Call/Contact Centre solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Lisa Carter on lisa.carter@mimrammedia.com.

Here are the areas we’ll be covering, month by month:

August – Virtual Call/Contact Centres

September – Training & Development

October – Knowledge Management

November – Web Self Service/Chat

December – Display Boards

For more information on any of the above, contact Lisa Carter on lisa.carter@mimrammedia.com.

RECOMMENDED: Cirrus – The CCaaS solution that makes managing contact effortless

960 640 Stuart O'Brien

At Cirrus we take the technology headache out of day-to-day contact centre operations, helping you take advantage of Artificial Intelligence (AI) and the latest omni-channel features, and manage your GDPR responsibilities.

Cirrus is the CCaaS solution that makes managing contact effortless; saving you both money and time. In fact, it works so well, you can forget about the technology and focus on delivering real results for your business and your customers. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, chat, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your advisors will love. 85% of customers only need 30 minutes to train their advisors on using Cirrus.

Although Cirrus is easy to use, it’s incredibly capable. You can rest assured with our 99.999% uptime guarantee – underpinned by technology that utilises 3 different sites that work simultaneously delivering a 60 second Recovery Time Objective (RTO) promise. You can easily integrate with your systems using our suite of API’s and it’s all backed up with best-in-class security.

Cirrus Omni-Channel:
The most complete omni-channel contact solution, integrating over 30 app types, Cirrus Omni-Channel makes it possible to manage every digital customer contact point via a single unified desktop. Cirrus Omni-Channel lets your customers communicate with you in the way that they want, when they want, delivering an effortless and personalised customer experience every time.

Cirrus Artificial Intelligence:
Meet Ami, Love Ami. As ‘the hardest-working agent in your contact centre’, Ami uses AI to provide customers with the information they need, helps sales teams qualify leads, and learns more about your industry and customers with every conversation. A powerful Artificial Intelligence platform, Ami will transform how you engage with your customers. She might not be real, but there is nothing artificial about her intelligence.

RECOMMENDED: Social Media Management Services

960 640 Stuart O'Brien

As part of our focus on Social Media Management Services this month, we take a look at some solutions tailored with contact centres specifically in mind…

Conversocial

Customer care executives face a perpetually losing proposition: they are forced to choose between delivering great customer experience and the lowest cost to serve. The constraints of this CX/Cost Equation are holding them back.

Traditional approaches to solve this ongoing challenge have not moved the needle: $1.3 trillion was spent on customer care last year, yet 66 percent of consumers are still switching brands due to poor service. The answer is not coming from pouring more money into customer care technologies of the past like CRM, communities or online chat.

The disruptive opportunity for today’s customer care leaders is to operate with a different set of rules: use the power and unique nature of Social Messaging and advancements in intelligent automation to finally break free from the constraints of this CX/Cost Equation. The use of Social Messaging is exploding and quickly becoming the language of today’s consumers: four billion consumers use it today and it’s growing at a rate of 90 million users/month. These consumers are waiting to engage with brands on Social Messaging platforms.

Conversocial is transforming customer care in today’s mobile and social world through the power of Social Messaging. Using advancements in intelligent automation and the unique advantages of the Social Messaging channel, Conversocial helps companies including Tesco, Hyatt Hotels and Google, to achieve hyperscale productivity and finally break free from the CX/Cost Equation – the forced compromise between great customer experiences and lowest cost to serve.

Forward-thinking customer care executives choose Conversocial for its unmatched domain expertise that turns the unique characteristics of Social Messaging into a strategic channel and differentiated advantage. Conversocial offers the industry’s only Digital Care Platform for Social Messaging with workflow, analytics and automation designed from the ground up for the distinct, asynchronous nature of messaging. As a result, customers achieve hyperscale productivity through intelligent automation and continuous optimization. Conversocial commercializes Social Messaging for the most demanding customer care environments, delivering measurement comparable to traditional care channels and the security, privacy and reliability required for an industrial strength channel.

RMG

Making Metrics Actionable, Helping Contact Centres Perform Better.

Contact Centres face a series of challenges impacting on their productivity and efficiency as well as customer satisfaction and loyalty if not handled in an appropriate way. Some crucial challenges include:

• Slow adoption of new performance enhancing technologies
• Agent retention and low employee engagement – non effective internal communications
• Disparate systems used to manage various customer service channels
• Difficulty managing all channels consistently
• Lack of real-time cross system performance dashboards and insights

Contact centre managers must find appropriate solutions to these challenges if they wish to remain competitive and successful, contributing positively to the brand. The difficulty lies in how to inspire staff and get relevant information across to all employees and, in doing so, reduce average resolution times, agent attrition rates, errors and overall costs. All this whilst increasing employee engagement, service levels, profitability and customer satisfaction.

RMG is your partner in this quest. Our intelligent contact centre solutions deliver true value to businesses by turning content and data into unified actionable insight for better work practices, more favourable behaviours, and improved decision making. Our smart visual contact centre solutions make relevant information and insights readily available on a wide range of end points, from digital signage displays to specialized mobile apps and desktop widgets.

More contact centres are becoming omni-channel and the growth of social media as a key customer service and customer engagement platform has been tremendous. As part of its solutions, RMG #Social is a clever tool providing a real time interface between user generated as well as employee generated content and the brand, creating a different way of connecting agents and customers and engaging both.

RMG provides a state-of-the-art content management platform that powers up all visual communications across the company, including real time social media content, as well as display and other hardware needed to flawlessly implement the contact centre’s visual internal communcations and performance management solution for a rich outcome.

Do you provide AI solutions into Call Centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in July we’re focussing on Artificial Intelligence.

It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of AI solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Lisa Carter on lisa.carter@mimrammedia.com.

Here are the areas we’ll be covering, month by month:

July – Artificial Intelligence

August – Virtual Call/Contact Centres

September – Training & Development

October – Knowledge Management

November – Web Self Service/Chat

December – Display Boards

For more information on any of the above, contact Lisa Carter on lisa.carter@mimrammedia.com.

Do you provide Social Media Management Services to contact centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focussing on Social Media solutions.

It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Lisa Carter on lisa.carter@mimrammedia.com.

Here are the areas we’ll be covering, month by month:

June – Social Media

July – Artificial Intelligence

August – Virtual Call/Contact Centres

September – Training & Development

October – Knowledge Management

November – Web Self Service/Chat

December – Display Boards

For more information on any of the above, contact Lisa Carter on lisa.carter@mimrammedia.com.

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