6 tips for improving contact centre performance
Customer experience might be one of the trickiest aspects of a company’s overall performance. If it isn’t done right, then your business runs the risk of losing both clientele and money, and of earning a bad reputation in the process. One environment in which quality customer experience matters most is your company’s contact centre. It […]
Semafone predicts Brexit boom and a Bitcoin bounce for 2019
Semafone is taking an optimistic view of the outlook for the technology industry in 2019. CEO Tim Critchley, Global Solutions Director Ben Rafferty and Head of Information Security Shane Lewis, share their top tech predictions for this year: 1) Brexit – the voice of the tech sector will prevail Our view is that the pre-Brexit fog will […]
Aspect Software to be acquired by Vector Capital
Aspect Software has entered into a definitive merger agreement to be acquired by Vector Capital, a private equity firm specialising in transformational investments in established technology businesses. Under the terms of the agreement, Vector Capital will invest more than $100 million of equity capital in Aspect’s business, which provides customer engagement, workforce optimisation, and self-service omni-channel […]
INFOGRAPHIC: CCMA celebrates 25 years as advocates of the contact centre industry
The Call Centre Management Association (CCMA) is marking a quarter century at the forefront of the UK contact centre industry. As the industry’s longest serving association, the CCMA says it has hundreds of members representing many of today’s leading brands, hosting both the UK National Contact Centre Awards and the UK National Contact Centre Conference. […]
Do you provide Agent Coaching & Monitoring solutions? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focussing on Agent Coaching & Monitoring solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
Looking for new customer service solutions? Start right here…
We understand that your time is precious, that sourcing new suppliers is tough. The Call Centre & Customer Services Summit is our solution. 29 & 30 April 2019 – Radisson Blu Hotel, London Stansted This two-day event will give you the opportunity to meet with innovative and budget-saving suppliers, face-to-face, based on your own individual requirements. […]
5 Minutes With… Frank Sherlock, VP International, CallMiner
As part of our ongoing customer care executive interview series, we sat down with Frank Sherlock, VP International at CallMiner, to talk about its latest solutions, Brexit, AI, industry trends and what we can expect from 2019 and beyond… Tell us about your company, products and services. CallMiner empowers organisations of any size to extract […]
GUEST BLOG: Preparing for peak rate calls
By Fauzia Mulla, Head of Customer Experience at ArrowXL When logistics companies and home delivery partners are preparing for the busy Christmas period, the headlines tend to focus on major investments made across hubs and depots, increasing the size of their fleets of vehicles and supplementing their workforces with extra manpower. However, this activity can […]
Ericsson in hot water over O2 data outage
O2 is reported to be seeking millions of pounds in damages from Ericsson after the mobile operator’s extended data service downtime late last week. The issue, which Ericsson attributed to an expired software license, resulted in a customer care whirlwind for O2, which has for the most part been praised for the way it handled […]
Support Services Group deploys Teleopti Workforce Management
Support Services Group has successfully deployed real-time, cloud-based Teleopti Workforce Management (WFM) technology to schedule over 300 agents across five locations and four time zones in the USA and Domincan Republic. The company claims that since deployment of Telepti WFM Cloud solution Support Services Group productivity has increased by 5%. Agent idle time and over […]
