Q&A with William Durr of Verint
Question: We have a 350 seat contact centre that operates 24 by 7. We also have several lines of business and a few tiers within some of those lines; so we have multi-skilled agents. It can take four...
View ArticleQ&A with William Durr of Verint
Question: I’ve been in the industry for many years and I’ve seen how customer self-service has evolved. Sure, there are still many frustrating examples of poorly done self-service attempts but overall...
View ArticleQ&A with William Durr of Verint
Question: We have a smaller contact centre with about 30 agents. Each agent can handle the various call types we receive, so skills are not an issue for us. We have established a goal of answering 80%...
View ArticleQ&A with William Durr of Verint
Question: The WFM team here is investigating whether an outbound forecasting and scheduling tool might be suitable for our 250 seat outbound telemarketing operation. The people who run this operation...
View ArticleQ&A with Natalie McCluskey of Search Consultancy
BLOG: Contact centre recruitment is a competitive and challenging marketplace. We speak to recruitment specialist, Natalie McCluskey of Search Consultancy, about the highs and lows of matching the...
View ArticleQ&A with BroadSoft
Following BroadSoft’s acquisition of contact centre leader Transera, we spoke to Arnab Mishra, vice president of BroadSoft Contact Center, to find out what prompted the move. What does BroadSoft do? As...
View ArticleQ&A with Renaud Visage, co-founder and CTO of Eventbrite
Q&A: If founding a business if difficult, achieving growth and scaling a new company correctly is a brick wall many entrepreneurs end up running into head first, ground-breaking and/or paradigm...
View ArticleQ&A with Louise Moghaddam, Head of Customer Service at New Look
Q&A with Louise Moghaddam, Head of Customer Service at New Look. Louise explains to Contact Centre NEWS how they are using their Customer Experience (CX) programme, with InMoment’s support and...
View ArticleQ&A with Christine Stubbs, Workforce Optimisation Consultant at Maintel
Q&A with Christine Stubbs, Workforce Optimisation Consultant at Maintel... What does Maintel do in the contact centre space? Maintel has delivered hundreds of contact centre solutions for national...
View ArticleQ&A with Dino Forte, Founder and Managing Director of Ventrica
Q&A with Dino Forte, Founder and Managing Director of outsourced customer contact centre, Ventrica. In this article Dino explains how in the wake of Brexit, how can customer-centric brands...
View ArticleQ&A with Alex Black, CTO at Enghouse Interactive
In this section, Enghouse Interactive’s CTO Alex Black discusses the company’s approach to acquisitions and what this means for customers and for the company’s solutions roadmap. He then goes on to...
View ArticleQ&A with Jeremy Payne, International VP Marketing at Enghouse Interactive
In this piece, Enghouse Interactive’s International VP Marketing, Jeremy Payne, talks about future market trends that are likely to impact the world of customer interaction and the new technologies...
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