Speed vs. Support: The Customer Service Love Triangle From Discovery to Delivery: Proven Methodology to CX Success Contact Centre Technology Report 2025 NICE Goes Digital with a Must-Watch AI Commercial Jabra launches the PanaCast 40 VBS Calabrio Appoints Carl Gillert as Chief Financial Officer

Jan 16, 2025 · As we head into 2025 the contact centre industry stands at the crossroads of innovation and adaptation. Industry leaders are rethinking strategies, leveraging technology, and addressing workforce challenges to meet the evolving needs of both customers and colleagues. Here at the CCMA we are ...

4 days ago · Key report highlights: – Trends in contact centre technology: Explore the latest trends and how they’re transforming customer service excellence – A reality check with AI: Learn what’s really possible with AI and where it’s heading. – Today’s contact centre technology stack: Get a clear view of the essential tools and platforms forming today’s ideal technology stack for ...

Sep 26, 2023 · Paul Greenwood, Customer Service Director at Ocado, and advisory board member of the Standards Framework, affirms, “The Contact Centre Standards Framework will provide a pathway for contact centres to become industry leading, meeting the expectations of both customers and colleagues, and driving significant improvements in overall experience.”

Mar 10, 2022 · The New Prominence of the Contact Centre #1: The contact centre has become a new lifeline for businesses. Over the last two years, the contact centre and digital were among the few channels that remained open when businesses shut down or shifted operating models.

Jan 5, 2023 · As the labour and skills shortages continue, and with customer expectations increasing around digital, personalised experiences, the advancement of cloud technology in 2023 provides the opportunity for increased use of AI and automation across multiple functions in the contact centre to support operations and better deliver exceptional CX.. Automation and AI technology, like chatbots that ...

Mar 9, 2022 · It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key contact centre trends at play, it’s clear that we are seeing the emergence of a decade of great challenge, but also great opportunity.

Jul 8, 2022 · The rise of video: Improving productivity and inclusion . Video is emerging as an effective channel of communication in contact centres. Businesses have invested and see the benefits of technology such as professional headsets …

Sep 2, 2022 · How should contact centres respond to changing customer attitudes and behaviours? 2021 Voice of the Contact Centre Consumer, Call Centre Management Association’s (CCMA) latest annual research, provides you with answers to the most pressing questions contact centres face today.. Led by CCMA’s Research Director, Stephen Yap, this comprehensive two-phased research into the contact centre ...

Mar 31, 2022 · A New Era of Customer Service after the Pandemic – Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip discusses how things have changed and are still continue to change in the contact centre The pandemic has altered the customer experience landscape indefinitely. Consumers are demanding, unforgiving and know what they want – and contact centres have transformed how they ...