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3 Myths About Visual IVR's

3 Myths about Visual IVR

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3 Myths about Visual IVR Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in...
choosing the right technology partner for your contact centre

8 Tips for choosing the right technology partner for your contact centre

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“These things changed my life!” We were at around 10kms mark of the Bentonville Half Marathon when I got into a conversation with a fellow runner about footwear....
choosing the right digital platform to improve CX

Why its so tough choosing the right digital platform to improve CX

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The digital transformation landscape is already crowded and becoming even more so every day. We have a range of specialist companies providing Virtual Assistants,...
impact of Facebook's new Messenger Chat Bots on call centres

The impact of Facebook’s new Messenger Chat Bots on call centres

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If you're LinkedIn feed has been anything like mine you would have seen a lot of reports on Facebook's new Messenger Chat Bots. But...
omni-channel customer experience

Are you ready for the omni-channel customer experience?

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With the proliferation of new channels emerging and customer expectations changing rapidly its time to ask yourself is your organisation ready for the omni-channel...
technological tsunami

Customer Experience to ride the wave of the technological tsunami

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The next wave of the technological tsunami will impact the competitive landscape in a number of industries, suggests new findings from Kinetic BPO, a...
Voice of the customer software

Voice of the customer software

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New voice of the customer software to improve customer experience in the contact centre Plum Insight is a newly introduced VoP software from Plum Voice,...
Social media technology on glass

Call centres social media awakening

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Ready or not the call centres social media awakening is occurring. Enterprise social media is maturing. Initiatives such as content delivery and contextual marketing are...

Is artificial intelligence taking over the call centre?

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Its not quite the Terminator apocalypse but there is certainly the feeling of artificial intelligence taking over the call centre. Artificial Intelligence (AI) is...
RIP Multichannel

RIP Multichannel

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Mulitchannel strategies are fast becoming obsolete as a need for an omni-channel experience becomes apparent. The following blog from Genesys provides an insight into...
omni-channel customer experience

What’s coming up for Omnichannel in 2015

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Omnichannel in 2015 is gaining momentum fast! Here are three pillars to make your customer experience beyond what your competitors are likely offering today. You...
5 key Customer engagement centre technology trends for 2015

5 key Customer engagement centre technology trends for 2015

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mplsystems have revealed their 5 key Customer engagement centre technology trends for 2015. Mplsystems, the UK multi-channel contact technology specialist, believes that 2015 will...
Digital channels and the customer experience

Digital channels and the customer experience

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Digital channels and the customer experience might make a little bit more sense after you watch the video below that was produced by contact...
top ten predictions for 2015 by Forrester

Top ten predictions for 2015 by Forrester

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The top ten predictions for 2015 by Forrester Research for Asia Pacific have been revealed with the expectations that mobile-powered customer experiences will fuel digital transformation...
Omni-Channel continues to gather pace in contact centres

Omni-Channel continues to gather pace in contact centres

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With organisations looking to meet the changing needs of customers its no surprise that Omni-Channel continues to gather pace in contact centres. A new report released...
Telstra inspired by Uber for service calls

Telstra inspired by Uber for service calls

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Telstra inspired by Uber for service calls after the Telco giant recently announced an initiative to improve its customer service through digital channels platform....
St. George Bank is trialling smartwatch technology

St. George Bank is trialling smartwatch technology

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St. George Bank is trialling smartwatch technology using Apple's iBeacon technology to provide a better customer experience when customers walk into a branch according to the...
Brisbane City Council trialling video conference booths

Brisbane City Council trialling video conference booths for customer service

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Brisbane City Council trialling video conference booths for customer service within the Indooroopilly Shopping Centre. The video booth is currently averaging 40 users per day...
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