NICE move by BT
Telecoms giant BT Group has chosen NICE software to replace its previous recording and workforce management (WFM) solutions, implementing NICE WFM, Nice Engage and Nexidia Analytics across the group within the next three years. Working towards improved customer services experience, ensured regulatory compliance and optimised total cost of ownership, BT undertook a selection process that […]
Which? customer service poll reveals 2017 best and worst brands
Consumer watchdog Which? has revealed its best and worst brands for customer service, with First Direct, Lakeland and Lush all topping the polls for 2017. The survey, carried out with more than 3,000 Which? customers, found that First Direct ticked all the right boxes when it came to customer service, finishing ahead of cosmetics retailer […]
Contact centre speed to answer increases by 27%
Analyst ContactBabel has revealed that the Average Speed to Answer for contact centres has increased by 27%, from 28.4 seconds to 36.1 seconds. The findings are part of the fourth edition of The UK Contact Centre HR & Operational Benchmarking Report 2014/15, a study of 215 contact centre operations examining salaries, attrition, recruitment, absence, training […]
Voxpro acquired by Canadian giant Telus International
Cork-based Voxpro has been snapped up by Teuls International for an undisclosed figure. Voxpro, which employs 2,700 people worldwide, provides high-end call centre services to tech companies, including Airbnb and Google. The company, owned by husband and wife team Dan and Linda Kiely, boasted revenues of E33 million and profits of E3 million as of […]
Cyara reveals further OCX research findings
What kinds of issues impact CX at an operational level in your company? Late last year, Cyara partnered with market research firm Frost & Sullivan to conduct a survey analysing Operational Customer eXperience (OCX) in contact centres around the world. The report showed that companies face a variety of obstacles as they work to deliver […]
INDUSTRY SPOTLIGHT: CGI
GCI is one of the UK’s leading Managed IT Service Providers. It is one of the UK’s fastest growing MSP’s and provides a suite of managed services designed around five capability pillars: Full IT Support, Cloud, Unified Communications, Compliance & Security, and Network & Infrastructure. GCI’s services and solutions are designed to address customer challenges and support mostly mid-tier corporate […]
Q&A: Alok Kulkarni, CEO, Cyara Solutions
In July, Cyara Solutions published the results of a survey it conducted with Frost & Sullivan analysing Operational Customer eXperience (OCX) in contact centres around the world. The report highlighted a number of challenges across the companies surveyed, with retaining Customer Satisfaction as the priority. We recently caught up with Cyara CEO Alok Kulkarni to ask […]
EVENT PREVIEW: Call Centre & Customer Services Summit
Nearly 70 of the UK’s leading call centre and customer service professionals will be attending the Call Centre & Customer Services Summit later this month, joining the industry’s leading solution providers for two days of one-to-one, pre-arranged meetings, networking and learning. It all takes place on September 18th & 19th at The Hilton Deansgate in Manchester […]
Pipkins releases mobile workforce management app, SwiftPik for iOS
Mobile WFM functionality, including advanced time clocks for on and offline work, bidirectional alerts and messaging, schedule management and absence planning, is now available via the App Store with the SwiftPik app for iPhone and iPad. SwiftPik works with Pipkins’ premise and hosted WFM suites to increase flexibility and mobility for planners, contact centre staff […]
Call centre boss jailed for energy scam
A call centre boss that narrowly avoided jail in 2016 for conning people out of thousands of pounds in an energy bill scam has been jailed. Swansea Crown Court heard that Clive Roberts – who was already on a suspended jail sentence fro similar offences – ran a cold calling operation which sold home energy […]