Recreating in-store experiences online

FCR decline: Is the UK really getting worse at first contact resolution?

How to read the downward trend – and ensure you’re still meeting customer expectations

The 3 most serious COVID challenges in UK contact centres

ContactBabel’s annual study sheds light on the pandemic’s complex impact

Prudential Financial leverages AI-powered technology to prevent fraud, empower their agents and simplify the customer experience

The second session in our virtual fireside chat series, “Client insights and intel”

The DIY revolution and why it matters

Enterprises are taking a new level of control over the customer experience

How to tool-up your contact centre in step with Forrester’s COVID-19 response plan

Contact centre leaders are making technology decisions that will shape CX for years to come

The strategy behind Mercury’s wildly successful virtual assistant

Learn how Mercury created “Hiko”, and boosted customer satisfaction on every channel

Nuance Named Leader: Delivering on a vision of biometrics for both convenience and security

Learn why Nuance was named the industry leader in Opus Research’s latest Intelliview Report

Know and be known: building relationships, asking questions, and finding silver linings

Using the pandemic as a force of creation, we look at new ways to get to know our customers

The DIY revolution and why it matters

Enterprises are taking a new level of control over the customer experience

Partnering with customers to define and build the future

The opportunity to listen, think more, be more, and co-innovate in the age of COVID-19

BNY Mellon discusses multi-channel fraud detection and layering authentication in the evolving world of COVID-19

BNY Mellon discusses fraud detection and prevention in the evolving world of COVID-19.