The travel industry is growing at a fast pace and the need to improve your business is ever increasing. Gone are the days when if someone wanted to travel, they would go to an agency and browse the brochures. Now, all that information is available on the Internet and in numerous digital channels. As consumer… Read more »

Supervisors play an important role in managing a contact center. With well-developed supervisory skills, they can improve team productivity and create a healthy work environment for all employees. Why Are Supervisor Skills Important? Supervisor skills are important because they qualify you to monitor the activities of agents. Having these qualities can lead to better interactions,… Read more »

In November 2022, the world was introduced to ChatGPT, an Artificial Intelligence (AI) powered chatbot capable of intuitively mirroring a human conversation. In the healthcare sector, ChatGPT is an important topic of conversation among doctors and patients alike. This innovation has the potential to automate daily tasks such as generating patient records or writing reports…. Read more »

The addition of new generations to the workplace, the lasting effects of the pandemic on consumer and employee behaviour, and the need for resilience amid economic uncertainty have combined to create a perfect storm of challenges for call centers. For the first time in history, four generations are working side by side in the workplace:… Read more »

Any B2B company must prioritize the user experience (UX). A positive customer experience is essential for any B2B company to keep its customers. Therefore, these organizations have to take additional measures to ensure customer satisfaction with their services and products. Understanding the B2B Customer Experience The B2B customer experience is the process vendors go through… Read more »

Omnichannel eCommerce is an ecommerce sales approach that uses multiple channels and offers customers a unified experience across all of them. According to research from the Harvard Business Review, 73% of shoppers use more than one channel when shopping online. What Is The Difference Between Omnichannel and Multichannel? Multichannel It is a strategy in which… Read more »

European Cloud Communications Leader is recognised for Delivering Transformative AI Capabilities to Customers Through Its UC and CC Platforms. Enreach, one of Europe’s fastest growing providers of converged contact solutions backed by independent investment firm Waterland Private Equity (“Waterland”), announced it has been named recipient of a 2023 Enabling Technology Leadership Award from the global… Read more »

According to new research from Future Market Insights, the global Unified Communications as a Service (UCaaS) market is expected to have a compound annual growth rate (CAGR) of 14.5% through 2031. Global market revenue was around $19.6 billion in 2020 and it is projected to reach $85.7 billion by 2031, thanks to accelerating demand for… Read more »

We are all more than familiar with the importance of maintaining a positive customer experience in the contact center, but what about the agent experience (AX)? If keeping users happy is the ultimate goal of call centers, agents who are satisfied with their roles are 10 times more likely to deliver excellent customer service. In… Read more »

Digital business models will shape the future of the banking industry. In fact, digitization is already driving changes in customer behavior and preferences for many traditional financial services. Banks are under increasing pressure to transition to become digital first organizations to remain competitive. By 2023, many banks will transform into technology companies that will offer… Read more »