Summer 2024 - Best Practice from our Partners
Welcome to our newsletter focussed on news and events from our Partners. This issue is packed with content from this knowledgeable group of members. In the coming months there are plenty of opportunities to see and meet our Partners;
You can watch all Partner on-demand content and find out more about them by visiting our Partners Directory. I recommend making time to watch the videos for our 2024 Partnership Awards, they are packed with brilliant content, showcasing some amazing success stories of collaboration and innovation. Now over to our Partners to share their recent news and content.
Home Group transforms contact centre operations with the help of Business Systems – Home Group, one of the UK’s largest providers of high-quality housing and integrated housing, health, and social care, has partnered with Business Systems Ltd, an industry expert in digital communications solutions, to help transform its contact centre operations.?To find out more about Home Group’s WFM Transformation, read the full case study.
Calabrio Enhances its Innovative AI-driven Business Intelligence Tools?– Calabrio,?the workforce performance company, unveiled its Summer of AI Innovation Summer Release announcement, featuring in-depth product demonstrations of its AI-fueled business intelligence tools, launch of new product capabilities and outline of its roadmap for?Calabrio ONE?— a cloud-based workforce performance suite for smarter and more efficient contact centre operations.?
From Tension to Trust: Mapping the Emotional Flow of Customer Conversations –?Join CallMiner for an exclusive live session as they explore the emotional journey customers undergo during calls. You’ll learn a step-by-step approach to mapping the emotional call flow by asking targeted questions and creating an empathetic space. Discover how to break away from scripting and create consistent positive customer experiences.
Gamification: A Buyer’s Guide – Gamification isn’t just a buzzword – it is a proven business strategy that continues to gain traction within enterprises across industries. But finding the right platform and getting internal buy-in can be difficult. Centrical's buyer’s guide helps you start your gamification journey, offering the tools to evaluate platforms and build your business case, including a downloadable evaluation checklist. ?
Introducing OPX Application Discovery (OAD) – OAD tracks a users application use during their windows session and reports this information back to the OPX database.?
Complex Regulatory Change: DORA Adherence – The Digital Operational Resilience Act (“DORA”) is an EU regulation, which entered into force on 16 January 2023 and requires adherence as of 17 January 2025. DORA is viewed as addressing previous gaps that existed in operational resilience efforts. Previous regulations focused more on capital adequacy, rather than risk-bound elements that could impact firms, clients, customers and the broader financial markets. Get in touch to find out more.
On-demand Webinar: NPS surveys are dead. What next? with Evaluagent – Post-interaction surveys have never been all that reliable – but with no satisfactory alternative, contact center leaders have had nowhere else to turn. Until now. Just because the survey is dead it doesn’t mean NPS has to be… AI is changing up contact center processes in unprecedented ways. From auto-scoring to coaching tips, it has the capacity to completely change the end-to-end QA process. A big part of this is shaping the future of customer insight.
领英推荐
Break free from spreadsheets & embrace Workforce Management solutions?–?For decades, businesses have relied on spreadsheets as a go-to tool for managing various aspects of their operations. However, when it comes to workforce management, the limitations of spreadsheets are increasingly apparent. It is time to break free from the constraints of using spreadsheets and embrace the power of workforce management solutions!
MIT Technology Review podcast series?–?Elevate your customer-centric service to be 24/7, 365 with AI-driven innovation across multiple channels. Delve into a transformative AI-powered CX journey with our exclusive collection of podcasts, featuring seasoned speakers and AI experts ready to address your top questions and propel you ahead in the AI for CX race.?
Welcome to the newest member of our Partner Community, Nivo. Nivo is an app-based platform facilitating seamless communication between financial service providers and customers through Verified Identity Messaging (VIM). With over 100 financial services institutions already using Nivo, the platform delivers significant improvements across servicing and onboarding processes, including Know Your Customer (KYC), Bereavements, Complaints, and Mortgage and Loan Applications.
QStory are committed to creating happier, more engaging and productive working environments where employees can thrive. Hear from Simon Separghan, former MD of Customer Experience NatWest Group, as he shares the value of empowering colleagues
Sabio's latest news and resources?– Tune in to our latest podcast to hear about Benenden Health’s remarkable journey towards operational excellence in their customer contact centre – featuring Forum Hero Steven Miller.
1 Million AI Evaluations: What We Learned?–?Join Paul Lawless and Brian Maguire as we delve into the results of processing 1 million evaluations through our new AI Auto Scoring solution. In this webinar, we'll share our insights on GenAI quality assurance in contact centers, and reveal key learnings that can reshape your QA strategy for maximum business impact and efficiency.?
SVL and Clarity Business Travel have built a strong partnership over the past three years – As the industry leading corporate travel company, Clarity Business Travel needed a Workforce Management solution which would: help with shift management, provide accurate and timely forecasts, Be easy to use and intuitive and integrate easily with the existing technology. We helped the team transform their contact centre planning processes by implementing Calabrio, Inc. WFM!
Verint TimeFlex Bot Receives 2024 CUSTOMER Product of the Year and 2024 Future of Work Product of the Year Awards –?TMC, a global, integrated media company, recognized Verint TimeFlex Bot as one of 2024’s most innovative customer experience technology solutions supporting a new era of productive work environments.