Build a Genesys Bot Workshop Join us at customer site UCL for a morning of hands on AI bot building! Aimed at business leaders, this event will demonstrate how easy it is to get started with an AI bot inside Genesys Cloud to really help you drive an efficient customer experience. Event highlights: Hands-On Bot [...] The post Build your own AI-powered bot in Genesys Cloud, 22nd May 2024, London appeared first on Contact Centre Monthly ..read more

DATE: Thu 27th June 2024TIME: 11:00 – 12:00EVENT TYPE: WebinarLOCATION: Microsoft Teams AI and Digital channels are playing an instrumental role in enhancing citizen engagement in local government. By leveraging AI-powered chatbots and the use of self-service, local governments can provide citizens with round-the-clock access to information, as well as answer common queries and drive [...] The post Webinar: Local Government CX Roundtable: Transforming your Digital Citizen Experience with AI, 27th June 2024 appeared first on Contact Centre Monthly ..read more

Lemon Contact Centre, a leading UK outsourced contact centre, is proud to announce the appointment of Beverley Mullard as their Chief Client Officer at their North East offices. With Lemon’s commitment to excellence in client services, Beverley’s appointment marks a strategic move towards fostering stronger client relationships and venturing into new markets. Beverley brings a [...] The post Lemon Contact Centre appoints experienced executive to zesty new role. appeared first on Contact Centre Monthly ..read more

Join us for a live discussion and Q&A 10th April 2024 @ 12:30 p.m. BST Register Here A new study from Focaldata and NICE has found that only 17% of consumers self-identify as “vulnerable” despite a whopping 67% demonstrating one or more vulnerability characteristics when assessed against FCA criteria. This can include health and capability [...] The post Webinar: Duty of Care: Improving Services for Vulnerable Customers appeared first on Contact Centre Monthly ..read more

Ventrica is delighted to announce a brand-new partnership with Tommee Tippee, one of the world’s leading producers of innovative products to help parents with feeding, sleeping, changing, and caring for babies. Tommee Tippee is on a mission to build a new community for parents. A place where mums, dads and carers can feel reassured without [...] The post Ventrica joins forces with global parentcare brand Tommee Tippee to enhance their customer experience appeared first on Contact Centre Monthly ..read more

In today’s dynamic business environment, ensuring compliance and mitigating risks are paramount for every contact centre.Compliance may initially appear overwhelming, but a proactive strategy ensures you adhere to all regulations and can even become a source of competitive advantage for your organisation. Ventrica’s latest whitepaper shines a light on the evolving regulatory landscape, highlighting key [...] The post Compliance, Risk and Best Practice in Contact Centres appeared first on Contact Centre Monthly ..read more

The next generation of contact centre headset, now at a lower price ·       Two high-quality microphones for clearer speech and background noise-cancellation ·       Ultra-lightweight, with angled ear cushions for the perfect fit for long wearing periods ·       In-built, professional grade hearing protection capabilities ·       Fully compatible with all leading contact centre and UC platforms ·       Reduced in pri ..read more

·       Despite rising costs, just 17% UK adults self-identified as a ‘vulnerable consumer’ in a new survey  ·       Yet, as many as 67% would be classified as such when assessed against official vulnerability criteria  ·       More regulation means UK businesses risk fines if not accurately detecting and responding to vulnerable customers  The majority of UK [...] The post New survey reveals lack of consumer awareness around their own vulnerability status appeared first on Contact Centre M ..read more

By Marianne Withers, Founder & Managing Director, The Verity Centre In the bustling environment of contact centres, where interactions unfold rapidly and conversations span a myriad of topics, the importance of handling sensitive communication cannot be overstated. At the heart of every interaction lies the trust bestowed upon the agents to handle information with care, [...] The post Mastering Delicate Contact Centre Communication – A Guide to Sensitivity appeared first on Contact Centre Monthly ..read more

69% of the UK’s Gen Z feels stressed and experience symptoms of burnout due to work, yet still report they feel happy in their everyday work life.  ·         64% believe in changing jobs as a career development driver.  ·         26% of UK Gen Zs consider career more important than their personal life.  ·         62% agree [...] The post Unhappiest, Happy People: Jabra Research Unveils the Gen Z Working Paradox appeared first on Contact Centre Monthly ..read more