Letter writing – Time to reignite a lost art?
With some 41 States in the US saying that cursive writing need no longer be taught in schools, is this the death knell of a method of communication that has changed the world? Write a letter to someone today, says Forum Events Director Paul Rowney… Imagine what history would be like if the likes of […]
Positive customer experience begins with a robust operating model, says Coaction
Whatever the function of your call centre, positive customer experiences must be at the core of any interaction with a customer. Anything less goes against an organisations main purpose of winning and retaining customers to build long-term success. So, in today’s competitive market place, where customers are fair better informed, businesses should not be focused […]
Vodafone pledges £2bn customer service investment over next two years
UK-based communications giant Vodafone has pledged to invest over £2bn in its customer service over the next two years, starting with the announcement of over 2,100 new UK call-centre jobs. The new roles will be on shored from South Africa, where the company currently uses an agency, and spread across existing Vodafone call centres in Scotland, […]
Guest Blog: Does The mighty shift towards customer ease and digital interactions inform your CX strategy?
It won’t come as news that your contact centre is the beating heart of your organisation. What happens here really determines the quality of your customer experience. But despite an overall upswing in the UK Customer Satisfaction Index many UK customers have reported a rise in customer effort, implying further potential for improvement. Jonathan Sharp, […]
Sennheiser’s MB 660 awarded Internet Telephony Product of the Year
German audio giant Sennheiser has added more awards to its shelves, this time for its MB 660 mobile business headset. The MB 660 was acknowledged by telecommunications publisher Technology Marketing Corporation (TMC), with the product receiving the 2016 Unified Communications Excellence Award and the 2017 Internet Telephony Product of the Year award. The awards recognise […]
Industry Spotlight: mplsystems contact centre seminar & whitepaper – Register today!
Despite technology advances, customer service departments are still struggling to scale to the incessant increase in customer questions on multiple channels. mplsystems discusses options to meet this challenge and relieve agents of simple tasks, whilst empowering them to deal with complex tasks in their whitepaper: How are Artificial Intelligence & Virtual Assistance Changing the Contact […]
FORUM INSIGHT: Where have good business manners gone?
“Manners maketh man.” William of Wykeham, pictured, (1324 – 1404), Motto of Winchester College and New College, Oxford Maybe it’s my age (61), or my upbringing (middle class Brit), but am I the only one to notice the abyss into which the use of good manners has plummeted in recent years? Nowadays it seems acceptable to: – Transact […]
BT and T-Systems announce new networks partnership
BT and T-Systems have announced a partnership agreement, enabling T-Systems to offer its customers the option of using a range of network services from BT to connect their operations across the globe. The new deal comes after both parties announced that BT customers would be able to connect to T-Systems’ data centres to access SAP cloud […]
Industry Spotlight: Pick and choose voice security solutions with Aeriandi
Aeriandi’s award-winning voice security solutions deliver complete protection from the start to the end of every call. From call recording, archiving and PCI phone payments, to fraud detection and speech analytics, they have you covered. The company’s software-as-a-service solution delivers industry leading functionality and security, without the need to ever install anything on site. Here’s […]
Luton Borough Council is the latest authority to modernise communication
Luton Borough Council recently undertook a major restructuring and transformation programme to make cost savings, streamline citizen service and build a flexible, sustainable organisation for the future. 4net helped the Council modernise and simplify their communications infrastructure through IP and SIP enablement; improving and increasing services available to staff and the public through automated services […]
