Welcome to our ultimate guide to omnichannel customer service. The omnichannel approach means having a cross-channel strategy based on the simultaneous use of all available communication channels. Omnichannel moves the game on from simply providing additional digital channels to help you deliver an exceptional and seamless customer experience. You can either read the whole guide or jump to the section that interests you the most:
Introducing Geomant’s Agent Desktop Wallboard Features
Geomant is pleased to announce the launch of its exciting new Microsoft Teams Recording service, designed to record all external and internal interactions in the Teams collaboration platform. Hosted in Microsoft Azure and utilising Verint’s market-leading recording software, this fully managed cloud service offers a cost-effective and flexible solution for those looking for a secure compliance, training and quality management tool for Teams.
The current global coronavirus pandemic is unleashing massive changes on the contact center workforce. As contact centers managers transition to remote work for themselves and their employees, they are often also faced with changes in normal call volumes. How can companies manage resources and communication needs through this pandemic? What cloud-based technologies can managers implement quickly to manage changing workplace dynamics and customer demands?
With global coronavirus cases now well into the hundreds of thousands and with many western countries at the start of the growth curve, contact centers are adjusting to a new normal. Social distancing, which often means working from home, will have to become part of ‘business as usual’ for the foreseeable future.
Geomant’s Buzzeasy Contact Center for Microsoft Teams is now available, helping organizations extend the power of collaboration into the contact center.
If you’re on the hunt for a contact centre solution that can improve agent engagement, give managers the tools to drive success and help boost customer satisfaction, wallboards are a great place to start.
This step-by-step guide to wallboards will walk you through how the technology works, the full range of benefits and the different options out there for you to choose from.
The right information at the right time with the right context
This summer, Microsoft announced[i] that Skype for Business Online would be retired by the end of July, 2021. This means that after that date the service will be stopped and customers with an Office 365 subscription will not be able to use Skype for Business Online, they will only be able to use Microsoft Teams.
An integrated CRM in the contact centre forms the bedrock of effortless customer interaction for any organisation. In a world where customer experience has become a key differentiator, here’s everything you need to know about CRM and telephony systems integration and the benefits it can deliver your business.
In Q2 of 2019, WBR Insights surveyed 100 Heads of Risk and Compliance from leading asset managers and investment firms from across Europe to find out more about the challenges they face and the trends they observe with regards to regulations, emerging new technologies, and regulatory technology (RegTech) investments for the years ahead.
What do the results of the resulting survey report, Data Capture, Automation and Surveillance in the Digital Age: A New Horizon for Financial Trading Compliance, tell us about the current challenges and approaches to communication recording, automation and surveillance for the financial community?
