8×8 has highlighted the latest enhancements to the 8×8 integrated cloud contact centre and unified communications platform. These include 8×8 Engage for cross-organization customer engagement, Proactive Outreach for 8×8 contact centre and Unified Communications to eliminate the reactive nature of customer service, and 8×8 Operator Connect for Microsoft Teams to provide Public Switched Telephone Network (PSTN) calling through Microsoft Teams Phone, as well as enhanced collaboration features for employees and customers to improve communication and service. Recent innovations to enhance customer ..read more

As a contact centre leader, staying on top of regulatory changes is crucial to ensure compliance and a customer-centric approach. Ofcom, the UK’s communications regulator, has recently published its Plan of Work for 2024/25, outlining its priorities and projects for the coming year. While the plan covers a wide range of areas, including media and online safety, there are several key points that contact centre leaders should be aware of. Term Dictionary This blog uses key terms related to the contact centre industry, as defined by Ofcom guidance. You’ll see these terms throughout the text. ADR ..read more

evaluagent has announced a leading-edge new feature coming to its award-winning platform evaluagentCX. xNPS (Expected Net Promoter Score) has been designed to replace post-contact surveys with a generative AI-based result from every interaction. Requiring no historical data to get up and running, xNPS sets out to help contact centres achieve deeper, more accurate insights – waving goodbye to an average response rate of 3% and instead, generating a score from 100% of interactions. Enabled with seamless one-click activation, xNPS is evaluagent’s first step on the journey to predictive analytics ..read more

Playvox has officially announced its new Workforce Management Software (WFM) integration to Freshworks Customer Service Applications via an app on the Freshworks Marketplace. The AI-powered app will help businesses better manage their agent schedules in an omnichannel setup, forecast support workloads across channels, and plan short-term schedules and long-term resource requirements. By integrating Playvox WEM with Freshworks’ customer service solutions, businesses can deliver a seamless experience to their employees and fine-tune resourcing to effectively engage customers on the channel of th ..read more

Sabio Group has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce. The latest thought leading offering from Sabio – entitled ‘Maximising WFM Performance’ – sets out the importance of keeping planning and operational processes associated with staff management on track. The e-book also details how applying regular workforce management (WFM) health checks and ongoing WFM optimisation services can result in more efficient operations and improved service levels. Jim Fleming, WFM Specialist Architect at Sabio Group, said: “WFM solutions have b ..read more

“People do not decide their futures, they decide their habits and their habits decide their futures.” – F.M. Alexander. What does this mean in the contact centre? Quite simply, incorporating positive habits into your frontline teams’ day-to-day routines can have a profound impact on everything from customer satisfaction and employee wellbeing to operational efficiency and beyond. So, what makes the biggest difference? We asked our consultants panel for their top habits to nurture in frontline teams to set the stage for long-term CX success. 1. To Always Have the Confidence to Speak Up! Michael ..read more

Danny Seaborne at Sabio explains how to deliver exeptional experiences in the real world and features examples from Sweaty Betty, Zuto, Transcom and Awaze. At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth. One of the key takeaways from the discussion I had with the group was the importance of finding the right balance between AI capabilities and human interaction. As Laura Stevens, C ..read more

Customers expect fast responses across channels—not to mention fast resolutions. Because of these expectations, companies that have invested heavily in their omnichannel support are reaping the benefits. As mentioned by Adobe in 2022, companies with strong omnichannel customer engagement see a 9.5% year-over-year increase in revenue. One digital channel that has gained significant traction is the utilization of video to facilitate effective communication between a consumer and a customer service agent. In this blog post, Natalie Mackay at 8×8 delves into the benefits of incorporating video int ..read more

Tatiana Polyakova, COO, MiaRec, explains four ways to choose which calls to evaluate. Four Ways to Help Choose Which Calls to Evaluate With the volume of calls received in the contact centre, how do you choose which calls to focus on? 1. Start by Establishing Specific Evaluation Criteria Well first start by establishing specific evaluation criteria. Define what constitutes a high priority call, based on factors like customer satisfaction, sales conversion, or compliance issues. 2. Leverage Speech Analytics Tools Next leverage speech analytics tools, they will help you to uncover patterns and ..read more

As customer service leaders continue to emphasize the importance of customer experience, it has become clear that contact centres must prioritize empathetic engagement and attentiveness to customer emotions that go beyond scripted responses and superficial apologies. With the advent of contact centre sentiment analysis, the era of deciphering cryptic messages and navigating emotional minefields during support calls is over. This sophisticated tool goes beyond guesswork, leveraging linguistic models to decode customer emotions precisely. As a result, your support teams can anticipate customer n ..read more