Cyara reveals results of Frost & Sullivan OCX research
How does your company measure customer satisfaction? And what do your customers expect of your contact centre? 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 highlighted a number of challenges across the companies surveyed, […]
Sabio snaps up DatapointEurope
Sabio has acquired DatapointEurope, a leading contact centre technology service, in a deal that creates a combined £60 million revenue business with pan-European capability. Founded in 1998, Sabio is the UK’s largest independent provider of contact centre technology solutions, with the company also boasting a growing presence across the Asia-Pacific region. The acquisition is part […]
HMRC hires 800 extra contact centre staff
Some 800 extra staff have been hired by HM Revenue & Customs (HMRC) in a bid to speed up helplines, and waiting times of almost an hour by taxpayers looking to speak with advisors. According to a recent report, the number of advisors is now back to 2013/14 levels, with calls in the year up […]
Jobs boost in East Kilbride
AGO Outsourcing has announced that it’s creating nearly 500 new jobs in East Kilbride as part of a £40 million five-year investment, after securing a contract with a blue-chip energy firm. The roles will be made up of over 380 customer service jobs commencing in 2018, along with 90 roles in the company’s sales division, […]
Connect, network and learn at the Call Centre & Customer Services Summit
By attending the Call Centre & Customer Services Summit on September 18th & 19th you will have the opportunity to meet face-to-face with the leading solution providers in the market. It’s a no-hard-sell environment and could save you hours of researching and sourcing new partners for your contact centre needs. As a VIP guest, you are provided […]
Bright Pattern simplifies omnichannel workforce management with Pipkins integration
Bright Pattern, an omnichannel contact centre vendor, has partnered with Pipkins to provide highly accurate scheduling and forecasting technology. The integration also improves agent performance KPIs. Pipkins, a WFM software supplier, says its customers are reporting impacts of 25% less overtime, 10% greater forecasting accuracy, 36% lower average queue time and 24% more calls answered. “Workforce Management […]
Kura’s new report ‘The People Factor’ explores the nature of customer service
Kura recently teamed up with Ember Services to produce a new report The People Factor report, which explores the future nature of work in customer service. With an ever-growing proportion of transactions now being conducted using automation, digital channels and customer self-service, it’s no surprise that most businesses and analysts expect the shift to automation in […]
Liquid Voice launches next-gen automated speech transcription solution
Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of a new Automated Speech Transcription solution. Available as a stand-alone solution or integrated with the Liquid Voice platform, it will significantly enhance the ability of contact centres and control rooms to locate and replay stored […]
INDUSTRY SPOTLIGHT: Dialoga
Dialoga is the first AI telecom operator with its own network in 29 countries and a WebRTC platform, allowing them not only to provide all business telephony but also to connect it to the WebRTC world. Dialoga’s WebRTC services along with the company’s AI solutions, are transforming the traditional way of conceiving telephone communication at […]
Taskforce created to help Tesco call centre staff
A taskforce has been created by the Welsh Government in a bid to help find Tesco call centre workers new jobs. Up to 1,100 jobs are set to go at Tesco’s Maes-Y-Coed Road, Cardiff call centre. Economy Secretary Ken Skates said the taskforce would involve key players “gathered around one table” and would be set […]