Jo Robinson

1 week ago | callcentrehelper.com | Enghouse Interactive |Jo Robinson

Barbara Stuart at Enghouse explores nine crucial signs that indicate your contact centre may need a technology upgrade. As technology keeps getting smarter, we can expect customer service demands to keep climbing. If your contact centre still relies on outdated technology, it may be holding your business back, frustrating both your customers and your workforce. CX leaders and contact centre managers worldwide must stay ahead with smart, modern solutions to meet customer demands efficiently.

1 week ago | callcentrehelper.com | Jo Robinson

Celia Cerdeira at Talkdesk breaks down the key differences between call centres and contact centres and explain why the latter is transforming customer experience. Discover the key differences between call centres and contact centres – and why the shift to AI-powered, omnichannel support is redefining customer experience. Every excellent customer relationship starts with a conversation – but in today’s world, customers expect more than just a phone call.

1 week ago | callcentrehelper.com | Jo Robinson

Filed under - Call and Contact Centre Events, Content Guru Date: 15th May 2025 | 9:30am – 4pmLocation: South Kensington, LondonRegister Now!Register your interest for this unmissable AI event. This year, Content Guru are exploring the current capabilities of AI and its potential impact on our lives 25 years from now.

1 week ago | callcentrehelper.com | Jo Robinson

This blog summarizes the key points from a recent article by David McGeough at Scorebuddy, where he outlines key strategies to elevate the customer experience in your call centre and enhance overall satisfaction. A customer’s journey when interacting with a company’s call center can significantly influence their decision to remain loyal or seek alternatives.

1 week ago | callcentrehelper.com | Jo Robinson

Greg Thomas at Genesys explains how businesses can break down silos, connect digital and human touchpoints, and use data-driven insights to deliver seamless end-to-end customer experiences. Today’s customers don’t experience your business in fragments – they engage with it as one continuous journey. Every touchpoint, from browsing your website to speaking with a customer service agent, contributes to their overall perception of your brand.