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Articles by Nerys Corfield
Are CCaaS vendors digging their own graves with their new AI toy?
Peugeot 208 GTi or a Mini Cooper S? Which one would you drive? It’s the same engine in both cars but, as long as that engine has got the right bits doing the right thing very few people care. There are a percentage of petrol heads that would say “I drive a 208 GTi with the 1.6 litre turbo four cylinder in line turbo petrol Prince engine” - but they don’t have any friends. The people who care about engines are the people who make engines, not the people who drive the car.
Gartner Releases 2022 CCaaS MQ: Should Enterprises Even Care?
While on vacation in Croatia last month, I started getting pings of the news that the Gartner Magic Quadrant (MQ) had been published, and I couldn’t wait to see which cloud contact center vendors had made it into which square and how much their dot had moved. But before I had a chance to review the report, I asked myself, “should customers even care about the MQ?” More precisely, does the criteria for the position of the dot reflect the real-world requirements of enterprise customers?
Webinar: Ways to Empower Contact Centre Advisors
174 Filed under - Call Centre and Customer Service Webinars, CallMiner Webinar Date - Thursday 18th March 2021 at
14:00pm UK time Click here to register It’s a difficult time for contact centre advisors. Your team need support, not only to improve their well-being, but to help them stay motivated to assist customers, who may be feeling negative emotions.
Register: Ways to Empower Contact Centre Advisors
Book your free place now! First Name Last Name Email Phone Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation Human Test: What is 8 + 3 ? By ticking either box you will confirm your registration and that you consent to our Privacy Policy. We process your data and share it with the Sponsor through legitimate interest. Without doing so, we would not have the funding available to bring you our industry-leading webinar programme.
Gartner CCaaS MQ Changes: What Regional Buyers Need to Know
"All the world's a stage, and all the men and women merely players: They have their exits and their entrances…" — Shakespeare Like it or not, the Gartner Magic Quadrant (MQ) is the mainstage on which CCaaS providers await their positioning — a casting that many enterprises heavily consider when making contact center platform decisions. The Trans-Atlantic Quadrant Shake-Up Traditionally, Gartner offered one MQ for Western Europe — my area of expertise —and one for North America (NAM).
Register: First Contact Resolution - How To Get It Right First Time, Every Time
Book your free place now! First Name Last Name Email Phone (optional) Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation What is 8 + 3 ? We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time. Improving First Contact Resolution (FCR) is a great way to measure a problem from the customer’s perspective and to highlight broken contact centre processes.
Webinar: First Contact Resolution - How To Get It Right First Time, Every Time
499 Filed under - Call Centre and Customer Service Webinars, Talkdesk Webinar Date - Thursday 31st October 2019 at 14:00pm UK time Click here to register Improving First Contact Resolution (FCR) is a great way to measure a problem from the customer’s perspective and to highlight broken contact centre processes. In this webinar, we’ll share how to best measure FCR and then highlighting what we can then do with our results to improve contact centre performance.
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