Call Centre Helper Magazine

A 15% reduction in chat contact handling⁉ IONOS decided to switch from a on premises contact centre, to Genesys cloud platform. Carolin Raezer, Head of Strategy and Innovation at IONOS, said, "As a result, we’ve seen a 10% increase in our chat acceptance rate with Predictive Engagement. And our conversion rate rose from 20% to 34% – a 68% improvement contributing towards a 29% increase in revenue per visit.” Discover the full case study here 👉 https://lnkd.in/eTramhfd #Cloud #ContactCentre #CX

Artificial Intelligence and Augmented AI are transforming contact centre operations 🌪 While both technologies enhance efficiency and customer experience, they serve distinct roles. In our recent blog, Ben Hancock at NICE explores how contact centres can leverage the combined strengths of artificial intelligence (AI) and augmented AI to enhance both efficiency and customer satisfaction 👇 https://lnkd.in/e9NYbmhe #AI #Augmented #ContactCentres #CX

75% of consumers still prefer speaking to a real human for customer support, signaling that brands must adopt a blended strategy when it comes to CX 👀 Niki Hall at Five9 provides new insights into consumer preferences for AI in customer service, highlighting the ongoing importance of human interactions. Read the full blog post here 👉 https://lnkd.in/ehG8exQQ #CX #ContactCentres #AI

How do you get maximum value for money when looking to improve the customer experience? 🤔 In our recent survey report "What Contact Centres Are Doing Right Now", our Editor Megan Jones, recently sat down with Vinay Parmar to take a further look into the section 'when improving cx, where do you think organisations can get maximum value for money?'. To access the full survey report, click here 👉 https://lnkd.in/eEcFmh4P #CCHInsights #CXSurvey #ContactCentres

Adherence increased by 20% with a cloud based WFM solution 😮 GE Appliances, a Haier company, successfully switched from an inconsistent WFM to Calabrio, Inc. user-friendly, cloud based WFM solution paired with Amazon Connect. As a result, cost per call decreased by 15%, adherence grew by 20%, the cost of hiring went down when attrition shrank by up to 25%, and the contact centre workforce only had to grow 20-25% – to 1,000+ total – in order to cover the unexpected 50% call increase caused by COVID-19. Read the full case study here 👉 https://lnkd.in/eze53_Yq #WFM #ContactCentres #CX

Last week, the US hosted Frost & Sullivan, ICMI and Customer Contact Week! Justin Robbins, Founder & Principal Analyst at Metric Sherpa, somehow managed to fit in all of these CX events, touching down in Tucson, Orlando, and Nashville in just five days. Read his insights in our latest article, where he shares how each stop brought fresh perspectives on the future of CX – with a recap of each event and the takeaways for leaders looking to stay ahead 👉 https://lnkd.in/ewEa9naP #CX #ContactCentres #CXEvents

Calabrio, Inc. has launched two new AI-powered quality management tools, Auto QM and Trending Topics 👏 Together, these tools provide a comprehensive view of agent performance, customer needs, and operational trends, helping contact centres improve responsiveness and resource allocation. Dave Rhodes, Chief Executive Officer at Calabrio, said, “These new generative AI solutions help contact centres more easily understand interactions and improve agent experiences. We know this has a positive impact on the customer experience.” Read the full news story here 👉 https://lnkd.in/eGTNEST9 #AI #QM #ContactCentres

Our webinar Innovations that make the contact centre better in now available on demand! 👏 Watch now to learn from industry experts Paul Weald and Laura Ball at Zoom as they dive into: 🔵 Key innovations shaping the future of contact centres 🔵 The true potential and limitations of AI 🔵 Winning strategies for impactful, lasting change 🔵 Quick tips to see immediate improvements Don’t miss out on the insights and practical tips that can elevate your contact centre. Click the link below to watch now 👇 https://lnkd.in/eg2wYkKx #AI #ContactCentres #CX

Gartner’s Magic Quadrant for CCaaS 2024 is now out❗ Congratulations to NICE, Genesys, Five9 and Amazon Web Services (AWS) for retaining their spots in the Leader quadrant for another year. Interesting to see Talkdesk placed as Visionary and Webex as Challenger, with 8x8, Content Guru and Vonage rounding out the Niche Players. Read our latest article for our full insights and thoughts from the companies mentioned in the report 👉 https://lnkd.in/dcVAhiUA #CCaaS #ContactCentres #MagicQuadrant