Are you ready for GDPR in the contact centre?
General Data Protection Regulation (GDPR) is getting closer. The rules will be pretty stringent, with some hefty fines – and have the potential to have a big impact on a lot of global businesses. Vigilance around the use and protection of customer data now rises to the top of the agenda. For this reason Aeriandi, in […]
Learn from mpl systems at the Call Centre & Customer Service Summit
Customers expect consistent, accurate and efficient service when they contact an organisation. Yet all too often an agent has to navigate multiple disconnected systems to extract the required customer data, traditional CRM systems do little to alleviate these issues. In contrast mplsystems’ unified agent desktop delivers a single customer view, designed for the contact centre, […]
The People Factor – Download the new report from Kura and Ember Services
It’s generally agreed that the role of people in a contact centre will increasingly become one of problem-solving; dealing with more complex enquiries and transactions. But while the overall pattern is accepted, the implications of it for organisations and customer service advisors have not been widely explored. With this in mind, Kura commissioned Ember Services […]
FORUM INSIGHT: Your checklist for taking a stand at an expo
Attending an exhibition in order to find new sales leads and create new business relationships can be a complicated process. It’s not an insignificant cost, so here’s a handy guide to ensure you get good value for money… Book your stand Well, obviously. But you need to consider the size of your stand – you […]
Revector tackles OTT players with new solution
Revector has announced a new service to enable fixed and mobile network operators to eliminate termination revenue losses caused by over-the-top (OTT) players. Research by Revector identified that mobile network operators have lost on average 20% of termination revenues to OTT hijack in the past 12 months. Some operators have lost up to 70%. Revector’s […]
Don’t miss out on the Call Centre & Customer Services Summit
The next Call Centre & Customer Services Summit take place on April 24th & 25th 2017 at the Raddison Blu London Stansted, bringing customer care professionals like yourself together with the companies that can provide you with essential products and services. The concept of the event is simple: We create an itinerary of meetings for […]
GUEST BLOG: Getting the customer service basics right
Mike Nolan, CEO of Customer Service of the Year, on why getting the basics right has never been more important… Cast your mind back to those halcyon days when customer service seemed so simple. Long before chatbots were conceived, when artificial intelligence was still in its infancy, and when social media hadn’t come along and […]
INDUSTRY SPOTLIGHT: Britannic Technologies leading way with innovative contact centre solutions
Britannic Technologies (btlnet.co.uk) is an award winning voice specialist and systems integrator and managed services provider with a heritage of over 30 years. We help organisations align their objectives and strategy with technology; striving to understand their business, processes and culture. Trusted Strategic Partners Well known experts in the contact centre and systems integration market […]
AWS unveils Amazon Connect for contact centres
A new contact centre service, Amazon Connect, has been launched by Amazon Web Services (AWS), providing users with a self-service, cloud-based platform and the ability to create their own contact centre, moving AWS into the profitable customer service market. Amazon Connect is cloud powered and based on the contact centre technology used by Amazon’s e-commerce operations. […]
Dialoga rolls out WebRTC platform
Dialoga has developed its own WebRTC platform, having previously been the only operator with its own network in 21 countries (EU and America), allowing it to provide high quality telecommunications services without having to use resellers. The company’s flagship WebRTC-based products – Sword, Trident, Hydra and Halles – are intended to revolutionise the traditional way of […]
