CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
Twilio Flex represents a new approach to enterprise cloud software. The Twilio model of the programmable contact center platform allows web developers and partners to build, deploy, and test contact center solutions that fit within existing systems withou
Unlock innovation and boost customer experience ...using APIs as your master key
During the pandemic, Sonos scaled its connected shopping and white-glove customer service to bring joyful sound experiences to millions of people's homes
A couple's first meal together is special. So when a customer was disappointed that a lasagne didn't live up to the romance of the moment, the customer services team at the Co-op pulled out all the stops
Transform interactions into insights that drive proactive improvement
Saved $20 million by innovating based on customer feedback
It's the dawn of a new era. Here are the key contact center trends driving change across organizations.
Managing frontline teams is challenging. Help them stay engaged and empower them to deliver great customer experiences with Stella Connect.
How lululemon Builds a More Engaged Service Team
We recently had the privilege of speaking with Shona Goodlad, Head of Customer Service at Sky Business, about driving service innovation. Sky Business is the B2B division of entertainment outlet Sky TV, focusing on partnerships with hotels, pubs, retail s
Why it's time to look inwards and unlock the potential of your #1 asset
Contact centre advisors have the most monitored, scrutinised and analysed role that exists probably anywhere in the world.
Call centres used to be separate areas of your business-with their own location, culture, and communication tools. Fast forward to today and your call centres have evolved into multiple teams that work together closely and are tightly integrated with your
Call center headsets need to be flexible and enable connection to any technology that supports them. Whether your employees are using a legacy desk phone in the office, PC-based softphone for hybrid working, or a smartphone for working from home, they wil
Active noise canceling (ANC) has become a prominent need for today's work force as people deal with the distractions of the office and home, while trying to stay productive. Anyone who travels on airplanes can relate, understanding the benefit that a pair
What is the secret to customer loyalty? The answer straight from ~50,000 'horses' mouths' (consumers, that is), per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In other words, reduce their effort.
FAQs and legacy 'knowledge management' donā?Tt cut it anymore
Building top-notch customer care is priority #1.
In the latest in our series looking at the future of outsourcing, Webhelp's Managing Director (Customer Solutions) Mark Guest looks at the growing need for commercial certainty as organisations consider the merits of outsourcing critical operations.
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