New management team at Forum Events
Forum Events – the company behind the Call Centre & Customer Services Summit – has a new management team to take the business forward. Longtime Managing Director Sarah Beall (pictured) has joined the Board of Directors, sitting alongside Finance & Operations Director, Gill McCaughay, and New Business Director, Gill Woods. Erstwhile Chairman Paul Rowney – […]
8 ways to re-energise customer service
Turning customer interactions into opportunities is easier than you think, according to Colin Hay, vice president of sales at contact centre Puzzel. The trick, he says, is to keep it simple and to give contact centres the ‘wow’ factor with some quick and easy wins. “Improving customer satisfaction and turning every interaction into an opportunity […]
FREE GUIDE: The cure for the common call
By Synthetix No-one likes waiting. Untimely responses to customer queries are one of the hallmarks of poor customer service and precious time wasted. A recent study by the Institute of Customer Service concluded that the UK public waste millions of hours trying to resolve customer support issues from their workplace. This disruption in employee productivity […]
RECOMMENDED: Jabra Biz Headsets
Denmark-based Jabra is a manufacturer of earbuds, headsets, portable conferencing devices and more. Jabra Biz 2300 Jabra Biz 2300 is a headset designed and developed with contact centre agents in mind. Built to survive in a high-performing contact centre, the Biz 2300 will result in fewer headset replacements and less agent downtime: all helping to […]
Conversocial taps onto China with WeChat integration
Conversocial has added WeChat support, tapping its platform into the power of the huge Chinese social messaging network. The integration enables customer care teams to leverage intelligent agent routing, conversational filtering and prioritisation, robust workflows, and real-time analytics to deliver digital care over WeChat. WeChat represents an audience of over 1 billion users in China, with […]
INDUSTRY SPOTLIGHT: Aegis Customer Experience Management
Aegis is one of the leading global business services providers of customer experience management. For 30 years, we have been the go-to experience creator for global giants across multiple industry verticals. Aegis has a presence in 9 countries with operations being supported from 46 delivery locations managing over one billion moments-of-truth being supported by over […]
Don’t forget to claim your place at the Call Centre & Customer Services Summit
You could be joining 65 other industry peers at the Call Centre & Customer Services Summit, which takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you access to insightful seminar […]
Echo-U launches ‘out of hours’ customer support service
Echo-U has launched an ‘out of hours’ customer support service, which will see it provide 24/7 support to clients in the retail, utilities and mobile sectors. A dedicated team of advisors at Echo-U South will deliver around the clock support to clients requiring assistance, whilst providing bespoke solutions to customer queries at any time of […]
RECOMMENDED: Call Centre Analytics – Mediahawk
Established over 15 years ago, Mediahawk is at the forefront of call tracking analytics and attribution. Call tracking allows your business to make data-driven decisions to optimise marketing and advertising investments; improve conversions and reduce spend; improve the customer journey and uncover opportunities for business growth. Call tracking and attribution is the ability to link […]
Sabio acquires customer service data specialist Bright UK
Customer experience solutions provider Sabio has acquired Bright UK, a specialist in customer service data and analysis. Bright offers bespoke consultancy and SaaS data solutions that deliver insights to contact centres, using a combination of real time customer feedback analysis, comparative benchmarking and employee surveys. The acquisition follows Lyceum Capital’s earlier investment in Sabio, and is part of […]
