The desk organizes everything the agent needs to handle that call within one neat and tidy box, Clare explained. Then, once that interaction has ended, the agent can close the entire desk with a ...

Call centre dead air - those few silent seconds or minutes while an agent digs around to find your details - could be down to technological bumbling, a survey has found. According to new research ...

The company believes that burnout causes 50% of agent turnover within contact centres, equating to a cost to business $4.8m each year on average for those with 100 agents.. To combat this, Webex ...

Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...

UK high street bank, Abbey National has licensed e-Telelynx, a voice-over-IP system from Better On Line Solutions (BOS) to provide Web customers with access to a call centre agent for resolving ...

8 x8, Inc., a leading integrated cloud communications platform provider, today announced the Manchester City Council selected 8 x8 Contact Centre to keep vital services running safely for its more ...

Salesforce has used the first day of Dreamforce in San Francisco to make another batch of announcements, with one centred on the company's idea of defining the contact centre of the future and ...