Robyn Coppell

4 days ago | callcentrehelper.com | Robyn Coppell

Date: 18 June 2025, 7:30 a.m. PST | 10:30 a.m. ESTLocation: VirtualRegister NowThis monthly webinar series showcases real-world success stories and expert advice from CX leaders, helping you improve customer experience, boost workforce efficiency, streamline operations, and drive business growth. Join Talkdesk for the June edition to hear how Fortem, part of the Wilmott Dixon Group, transformed its contact center operations and customer experience strategy with AI-powered tools.

1 week ago | callcentrehelper.com | Robyn Coppell

Contact centres rely on agents to deliver high-quality service, but not every customer gets the same experience. Differences in agent performance, coaching, and approach can lead to inconsistent interactions, ultimately affecting satisfaction and loyalty. To find out more, we asked David Samuel, Chief Product Officer at Contexta360, to explain how contact centres can prevent inconsistent agent performance impacting CX.

1 week ago | callcentrehelper.com | Robyn Coppell

Call transfers are a common frustration in contact centres, for both agents and customers. They slow things down, break the flow of the conversation, and often lead to repeat explanations. To find out how contact centres can optimize and reduce call transfers, we asked John Ortiz, Technology Sales Manager at MiaRec, to explain how topic analysis and smooth processes can help.

1 week ago | callcentrehelper.com | Robyn Coppell

Date: 08 – 10 September 2025Location: Gaylord Opryland, Nashville, TennesseeRegister NowInteract with the innovative leaders and global brands that are shaping AI and the experience economy. Immerse yourself in expert-led discussions, hands-on workshops and real-world case studies designed to inspire innovation. Connect and collaborate with your industry peers through roundtable discussions, networking breakfasts and social events.

2 weeks ago | callcentrehelper.com | Robyn Coppell |Megan Jones

MaxContact has acquired the technology and assets of conversational AI company Curious Thing, aiming to strengthen its existing AI offering and enhance contact centre operations. The integration of Curious Thing’s platform will support the development of AI agents designed to manage routine customer interactions such as appointment scheduling or quote requests. This allows human agents to focus on more complex, high-value tasks.