Learn how The Share Centre demonstrated a massive 285% increase in productivity and reduced time to audit using the EvaluAgent platform.
Insider News
News & views from industry partners and suppliers
A guide to unlocking the benefits of AI and the cloud with future-proof solutions that protect your current investments
Meet four banking leaders disrupting fraud with Nuance technologies
How retailers can use AI to empower their agents and create standout CX
Inspiration and motivation for UK public sector organisations, and the optimistic realists driving them forward
Your customers still want to talk - so wow them with conversational, cost-effective experiences
Start with your culture
3 Ways to Help CSRs Do Their Best Work
Contact centers face a hybrid work dilemma. Work-at-home agents feel disconnected from HQ, but no one wants to return to office. Yet the need for collaboration, training and support is greater than ever. Customer calls are getting more complex, and the fi
What to expect from this guide... It's reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty. You can be instrumental in helping to improve the overall customer experience (CX) by readdressing your
In this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.
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A counterintuitive investment in technology may be the answer
The UK operations of Hinduja Global Solutions Ltd (listed in BSE & NSE) today announced its partnership with MaxContact, an award-winning customer engagement platform that helps contact centres build smarter customer experiences.
Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall
EXL teams with CyberCube to help insurers develop comprehensive cyber insurance offerings
CCA PARTNERSCollaboration combines industry-leading risk models and advanced analytics services to standardize cyber insurance policy development
Three-quarters of Finance and Accounting teams do not have the data and analytics capabilities they need, according to EXL and HFS survey
CCA PARTNERSTransition to Data-Driven Finance Leaves Many Organizations Scrambling to Catch Up
CCA Industry Council's first in-person meeting for two and a half years takes place at the Poly Experience Centre, the Gherkin, London.
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