[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 […]
Industry Spotlight: ‘Never underestimate your front line teams. They have more knowledge and ideas than you might think…’
Carolyn Blunt, managing director of Real Results Training Ltd, shares her thoughts on the current state of the call centre industry, the benefits of attending the Call Centre and Customer Services Summit, and explains why bosses will benefit by listening to their front line teams… What led you to carve a career in the […]
5 reasons to make the most out of business networking…
Here at Forum Events, our vast experience of synchronising business has taught us that networking is a highly beneficial method for expanding your knowledge, to become inspired by the success of your peers and to discuss innovative product offerings to potential new clients. That’s why we’ve decided to detail the 5 key assets of business networking to advance your chances of increasing business, as well as raising your industry profile and building […]
Nuance closes TouchCommerce acquisition deal…
The provider of voice and language solutions, Nuance Communications, Inc has announced that it has closed the acquisition of TouchCommerce, a technology partner and leader in digital customer service and engagement solutions in a transaction reported to be worth $215 million. In light of the recent ‘TouchAssist’ launch, TouchCommerce’s customer engagement cloud platform is used by a number of large enterprises […]