INDUSTRY SPOTLIGHT: Introducing Syntelate XA, Inisoft’s new Omni-Channel Customer Engagement Suite
Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet. So what is Syntelate XA and what does this mean for you? Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s […]
Complex customer issues number one challenge for contact centre employees
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. And 60 per cent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. The report, The Health […]
Register today for the Call Centre & Customer Services Summit 2018
The Call Centre & Customer Services Summit returns on April 23rd & 24th 2018, once again giving you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, including attendance to our gala dinner with entertainment, plus […]
North-East accent key factor in creating more EE jobs
EE is creating more than 250 jobs at its Darlington base next year, with the boss of BT putting the decision down to the North-East accent. Gavin Patterson, chief executive of BT describes accents as one of the most important factors, along with the “good personalities, attitude and digital skills” that he’d found in the […]
Introducing Syntelate XA, Inisoft’s new omni-channel customer engagement suite
Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet. So what is Syntelate XA and what does this mean for you? Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s […]
Outdated practices at call centres increasing security risks
A new survey by Semafone has revealed that 70% of contact centres require customers to read sensitive data aloud, increasing risks and compromising security. Drawing responses from more than 500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data […]
6 reasons to attend the Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit returns on April 23rd & 24th 2018, and will once again giving you the opportunity to meet with new solution providers, network with peers and attend inspiring seminars. As our VIP guest, you’ll also enjoy full hospitality throughout the two days, including attendance to our gala dinner with […]
QStory reveals The Next Step Up
QStory, a provider of end-to-end automated Intraday Management Solutions for contact centres, has announced the publication of a new White Paper entitled “The Next Step Up in Contact Centre Performance’. The publication is aimed at contact centre, human resources and training professionals and provides a practical guide to maximising agent idle time for coaching and […]
Customer experience worsening, reveals new survey
New research by European tech firm Eptica has revealed that UK brands are struggling to cope with the rising volume of queries and growing consumer expectations. Out of 100 UK companies surveyed, only 44% could answer routine questions asked on the web, email, Twitter and Facebook – down from 49% in 2016. Social media saw […]
TeleTech expands its EMEA operation with UK senior appointments
TeleTech is expanding its EMEA operation with the hiring of key executives to focus on the United Kingdom and Europe. The company says the new appointments demonstrate its commitment to growing in the European region. The company is poised to disrupt the Customer Experience (CX) industry with the promotion of their Humanify Customer Engagement as a Service […]
