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 […]
Improve your customers’ experience…
Optimising the customer experience delivers significant revenue and performance benefits, yet only 14% of organisations feel they manage the end-to-end journey. Netcall’s integrated customer experience (CX) platform seamlessly manages interactions from start to finish. Deliver information to the right place at the right time, giving your agents a full view of each customer. Creating a […]
eGain an industry leader for engagement solutions…
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected, knowledge-guided customer journeys in an omnichannel world. Businesses can try our solution in a risk-free production pilot with expert guidance to success. For more information, visit www.egain.com/
Can the omnichannel desktop solution transform the customer experience?
A new eBook developed by the call centre and customer service technology provider, Genesys, details the constant challenge recognised by call centre agents to deliver ‘effortless’ customer service with the inclusion of multiple systems for voice, web chat, mobile, social media, self-service and CRM; meanwhile drawing on the recent research from Accenture which found that 72 per cent of customers terminated their dealings with a […]
Guest Blog, Richard Lane: Managing frequent training in an ever-evolving industry…
durhamlane is a company that is passionate about helping sales and non-sales employees to become the very best they can be. This is achieved through consultancy, training and coaching services – conducting, developing and delivering engaging programmes designed to create a measurable difference. The training blends a mix of theory and practical activities, and all staff are ‘business people first and trainers second’, […]