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Jabra direct teams support5/11/2023 ![]() – Asynchronous messaging, 61 percent (Asynchronous Messaging is where participants on both sides of the conversation have the freedom to start, pause, and resume conversational messaging on their own terms, eliminating the need to wait for a direct live connection) To put this in context, a Talkdesk survey last year revealed that digital channels are responsible for more interactions with contact centres than ever before. now threatening voice as the channel of choice for customer interactions. teams core business.Īs with everything in the software market, the speed of change has been ferocious and what started as an easy bolt-on has now become a core link between the business and client…. It really felt good to offer customers another route to communicate with businesses although a digital or social media chat channel wasn’t always seen as part of the Contact Centre’s function when it was first offered, often being seen as part of an I.T. I remember the buzz and apprehension that the addition of simple chat functions brought to the telecommunications market only a few short years ago. The Future is Omni-channel in the Contact Centre – SVL Account Director Debbie Bicker discusses the continued rise of Omni-channel and how it challenges voice as the user’s channel of choice. 24 August 2022 | Medallia acquires Mindful, Leader in Contact Centre Callback Technology.25 August 2022 | More than 4 in 5 calls to 999 are not life-threatening.30 August 2022 | The Most Difficult Customer Support Challenges.30 August 2022 | Content Guru in Magic Quadrant for Contact Centre as a Service.30 August 2022 | Voice needs to be Part of Digital CX – Not the Legacy Annoyance. ![]() 31 August 2022 | Omningage Connect and Chatbots – doing more with a lot less.1 September 2022 | Brits don’t think Utilities Companies Have Their Best Interests at Heart.1 September 2022 | Brands Are Under Pressure to Differentiate via CX.1 September 2022 | BT Group announces New Flagship Sheffield Office.2 September 2022 | Artificial intelligence’s time is now for the Contact Centre.2 September 2022 | What do Contact Centre Customers Really Think?.2 September 2022 | KPIs or CX: Redefining Contact Centre Success’.5 September 2022 | MeTMi Uses Noetica Synthesys™ for Inbound Call Handling.6 September 2022 | Awards Celebrate Inclusive Contact Centre Industry.6 September 2022 | Multilingual Contact Centres Facing Challenges Recruiting Agents.7 September 2022 | The Hidden Costs of Contact Centre Licencing.8 September 2022 | How to make your Hybrid Workforce PCI Compliant.8 September 2022 | Lemon Contact Centre – Adding Zest to European Tech Firms.8 September 2022 | The 5 Principles of Good, Sorry Great, Customer Service.8 September 2022 | Recruitment & Retention in your Contact Centre.
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