Call Centre Helper Magazine

NICE announced the appointment of Scott Russell as the company’s new CEO 🎉 He will succeed Barak Eilam, who retired at the end of 2024 after more than a decade as CEO and 25 years with the company. David Kostman, Chairman of the Board of Directors, said, “We're thrilled to welcome Scott as the new CEO of NICE. I am confident that Scott’s background, personality, energy, and drive will take NICE to new heights as we continue to execute on our platform strategy leveraging cloud, digital and AI.” Scott Russell shared, “I am honoured to take on the role of CEO at such an exciting time for NICE. I look forward to working with the talented team at NICE to continue to build on the heritage and success NICE has had over the last decade and lead the company into its next phase of growth.” Read more on this exciting news here 👉 https://lnkd.in/dXNNRjM #CX #ContactCentres #CXLeaders

Are you ready to get ahead with your contact centre for 2025? 🌟 Join Centrical on January 9th at 5pm GMT| 12pm ET for their webinar – 'The 2025 CX Playbook: Strategies Contact Centres Can’t Ignore' – where they'll dive into the trends shaping the industry and how to gear up for the year ahead. You’ll hear from industry experts, Corey Mustard and Dan Smitley, for a thought-provoking chat exploring key trends, actionable strategies, and essential tools to ensure your organization thrives in 2025. Register now 👉 https://lnkd.in/exNNa7am #CXWebinar #CXTrends #ContactCentres

Improving CSAT scores means the contact centre and its agents are giving customers what they need and want 👀 Contact centres need to incorporate strategies that improve service quality and, in turn, boost their CSAT scores. In our recent blog, CallMiner explores CSAT scores and review five proven strategies for improving customer satisfaction in the contact centre. Read their strategies here 👉 https://lnkd.in/eXPcs-W6 #CX #ContactCentres #CSAT

Are your sales agents spending excessive time on administrative work, like logging call details and updating CRM data? 🤔 Thankfully for you now, there is contact centre AI! John Matthew Ortiz at MiaRec explores how AI Insights can help you increase operational efficiency while boosting profitability. Read the full blog post here 👉 https://lnkd.in/e2ia53pa #AI #CX #ContactCentres

Everyone has experienced reaching out to a company, waiting for a response that never comes, and then calling-only to find the agent has no record of the initial contact. Frustrating, right? 😤 Contact centre managers should measure their rates of FCR, as this metric serves as a proxy for customer satisfaction overall. In our recent blog, Célia Cerdeira at Talkdesk explains how to achieve high FCR rates through an omnichannel contact centre strategy 👇 https://lnkd.in/ehiz3-J8 #FCR #CX #ContactCentres

Cirrus Connects has been granted a Royal Warrant of Appointment by His Majesty King Charles III 👏 This recognition reflects Cirrus’ continued service to the Royal Household, building on a previous warrant awarded by Her late Majesty Queen Elizabeth II. Jason Roos, Founder and CEO of Cirrus, said, “It’s an immense honour for Cirrus to receive this recognition with a Royal Warrant. This achievement reflects the hard work and dedication of our team. Read the full news story here 👉 https://lnkd.in/etSwJweW #CX #Cloud #ContactCentres

One of the biggest ways to make an impact on your business is to focus on your customer retention rate 📈 But improving your retention rate isn’t just about keeping customers around; it’s about building long-term relationships that encourage them to return time and again. In our recent blog, Janna Pugh at Five9 explores what a customer retention rate is, how to measure it, and five proven ways to improve your customer retention rate 👉 https://lnkd.in/eirDaFCT #RetentionRate #CX #CustomerService

We are back with our first webinar of the year! 🥳 Join our Digital Content Director, Xander Freeman, alongside Nerys Corfield and Five9's Steve Blood, on the 16th January as they delve into: 🔵 The human touch in a digital era 🔵 Emerging technologies shaping CX 🔵 Building trust and loyalty with data-driven personalization 🔵 Strategies to deliver consistent, seamless experiences Why not start the year of with some actionable insights. Join us on the 16th January at 2:00pm BST. Secure your spot now! Register here 👇 https://lnkd.in/ex7XbVph #CCHWebinar #CX #ContactCentres

As we kick off 2025, we asked our industry experts, “What’s in store for this year? 🤔 From new industry benchmarks, the skills agents will really need, and how technology is redefining the art of the possible, 2025 is set to be an even more exciting year than 2024. Read their insights here 👉 https://lnkd.in/dwrnuRUq #CXPredictions #ContactCentres #CX Thanks to Steve Blood, Gennadiy Bezkorovayniy, Steve Barratt, Pierce Buckley, Steve Nattress, Chris Dealy, Ed Creasey, Jean-Pierre Moneyrac, Darren Rushworth, Phil Anderson, Seb Reeve, Dan Davies, Ben Booth, Dan Eddie, Matthew Yates, Nicola Callan, Dave Vernon, Mark Allaway CMktr, Steve Hindley, Sarah Hunt, Alex McConville, Barry Cooper, Lisa Orford, Chris Angus and Ben Neo for their contributions in this article 👏

Once just a tool for private conversations, instant messaging is rapidly growing in appeal for modern customer service 🌟 Now, thanks to recent advancements in AI, this channel can now be enriched with new features to improve it even further. In our recent blog, Nicolas Marcoin at Odigo explains how, with WhatsApp and instant messaging (IM) firmly part of daily life, AI-enhanced IM can help you meet customers where they are 👉 https://lnkd.in/enXyJWgJ #AI #CustomerService #CX