Forums vs Expos – how to maximise your precious time out of the office…
With a majority of ‘expert’ advice on Expos being somewhat outdated or, like with many businesses, asserting too much emphasis on easy routes rather than methods that actually work, it’s no wonder people get frustrated and disconcerted when they are looking to effectively network and source new connections without it lessening quality time spent in […]
Wilmac and Business Systems continue Global Partnership Alliance development…
Well into the second year of its formation, the Global Partnership Alliance created by Business Systems and Wilmac continues to grow in strength by addressing the increasing need for ‘exceptional support and service’ on a global scale, in regards to recording technologies and other related solutions. Amassing 18 partners across 39 countries, the Alliance – […]
Modern ‘consumer-like’ software tools make happier customer service agents…
A new study conducted by Aspect Software – an industry leader in providing fully-integrated consumer engagement and workforce optimisation solutions – has determined that a more desirable software user interface can greatly improve agent performance. In association with Pelorus Associates, ‘The Aspect Agent Experience Study’, which polled 400 contact centre executives ranging from manager to […]
[24]7 and Amdocs partnership introduces ‘powerful’ self-service support…
A ‘strategic’ partnership formed by the global customer engagement solutions provider, [24]7 and the customer experience software provider, Amdocs, promises to deliver ‘intelligent, personalised customer support’ across all service channels including email, voice, chat and web; meanwhile reducing the time and costs associated with setting up consumer self-service. The combination of both offerings claims to […]
Guest Blog, Debbie Nolan: Cultivating customer engagement with social media…
The ubiquity of social media has changed the relationship between brands and consumers, government and citizens, and businesses and their suppliers at an unprecedented pace. Tech savvy, time poor consumers have now taken charge of how they get in touch with their favourite brands. This power shift means that organisations must embrace social media as […]
Industry Spotlight: PeopleTECH – how to get the most out of social media in contact centres…
The past decade or so has witnessed the astonishing rise of social media. It has changed the way we communicate with friends and family; how we consume news; how we share photos; how we look for a new job and much more – there are an estimated 1.65 billion active daily users on Facebook alone. […]
Forum Insight: 5 top tips to successfully closing big money deals…
There are a number of viable reasons as to why decision-makers across a broad range of sectors ultimately lose out on big money deals; many overlooking the simplest of techniques that can either make or break a business relationship. Here, we break down the fundamental tips to help you sell your services… Let the client […]
Webhelp continues growth mission with Nordic expansion…
The leading global customer experience company, Webhelp, has confirmed that it has completed the acquisition of GoExcellent, an influential Nordic customer relationship management firm and the company will now be rebranded as Webhelp Nordic. Following a period of strong growth in recent years under the leadership of CEO, Terje Andreassen, and a recorded turnover of […]
New Content Guru and Teleopti partnership to optimise customer engagement…
The communications integration provider, Content Guru and the workforce management solutions company, Teleopti, have announced their ‘best-in-class’ partnership by combining both services to improve customer engagement strategies in contact centres. A custom-built integration connects Teleopti’s WFM client with the dynamic agent environment within Content Guru’s award-winning storm® CONTACT™ solution, enabling contact centre and workforce managers […]
Guest Blog, Neil Penny: Solving the puzzle of gamification for your call centre
Improving morale and employee skills are two critical factors when it comes to growing a successful business. The impact of good morale in the workplace can be startling, with an engaged and well-motivated employee far outperforming a disinterested, demoralised one. You don’t have to shell out for a Google-style office full of slides and ping-pong […]
