Call Centre Summit | Forum Events Call Centre Summit | Forum Events Call Centre Summit | Forum Events Call Centre Summit | Forum Events Call Centre Summit | Forum Events

Posts Tagged :

Recommended

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.

Do you provide Automated Customer Satisfaction 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 May we’re focussing on Automated Customer Satisfaction 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 Automated Customer Satisfaction 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:

May – Automated Customer Satisfaction

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.

RECOMMENDED: Jabra Biz Headsets

960 640 Stuart O'Brien

Denmark-based Jabra is a manufacturer of earbuds, headsets, portable conferencing devices and more.

Jabra Biz 2300

Jabra Biz 2300 is a headset designed and developed with contact centre agents in mind. Built to survive in a high-performing contact centre, the Biz 2300 will result in fewer headset replacements and less agent downtime: all helping to lower the total cost of ownership. Including a reinforced cord that can withstand the rigours of daily contact centre use such as office chair wheels and sharp objects, the Biz 2300 also features a 360 degree FreeSpin™ rotating boom-arm for zero risk of breakages.

Call quality is vital for busy contact centres, so the Biz 2300 provides lifelike conversations via it’s specially designed ‘air-shock’ noise-cancelling microphone that filters out sharp breathing sounds and popping noises within conversations. HD Voice technology ensures agents can clearly hear their customers and the Biz 2300’s speakers reduce ambient noise, so the agent can focus on the conversation, leading to increased customer satisfaction.

All-day comfort is imperative for contact centre workers and the Biz 2300 supports this by being extremely lightweight at only 49g for the Mono variant and 68g for the Duo, while also featuring an adjustable headband and boom-arm for optimal fit. Employee health and safety is covered with the Biz 2300 via it’s in-built PeakStop™ technology that removes sudden loud sounds above 118dB before they reach the agents ear.

Jabra BIZ 2400 II

The Jabra BIZ 2400 II is a corded professional headset that delivers outstanding sound at both ends of every call. In a high-energy contact centre environment, it is vital that your headset can screen out background noise to ensure the customer can hear your voice clearly. The Jabra BIZ 2400 II delivers this, with an ultra noise-cancelling microphone that provides the highest level of noise-cancellation of any of Jabra’s solutions. PeakStop™ technology filters out any sound above 118 db, eliminating any sudden loud sounds or tones before they can disrupt the call.

High definition sound and ambient noise-blocking speakers ensure you can stay focused on the call or enjoy crisp, quality music while you work. The headset’s built-in HD Voice technology improves voice sound quality while its noise-cancelling mic eliminates unwanted breathing and popping sounds during conversation. It ensures you can always be heard and understand the conversation no matter how noisy your environment.

The Jabra Biz 2400 II is built to last, with a reinforced cord that protects it from daily wear-and-tear, including office chair wheels and sharp objects. It’s mic boom-arm is also designed for maximum ease and flexibility, able to rotate 360 degrees with no risk of breaking. Despite its robust design, the headset is 40 per cent lighter than other high-end headsets and features an adjustable headband, super-soft leatherette and ear cushioning. It delivers greater comfort and more productive calls.

  • 1
  • 2