Interactive Intelligence voted as ‘Leader’ in Magic Quadrant…
Interactive Intelligence, a global provider of cloud services for customer engagement and communications, has been positioned as a ‘Leader’ in the annual ‘Gartner 2016 Magic Quadrant for Contact Center Infrastructure, Worldwide’. Elected as a ‘Leader’ for an eight consecutive year, the company has proved its status in the report, which focuses on the abilities of […]
Guest Blog, Louise Roberts: The importance of staff engagement…
Louise Roberts is head of resources at RSVP. Based at the Docklands, London office, her role involves overseeing all areas of human resources, recruitment, facilities and social media. Starting her career on the phones 15 years ago, Louise has worked across many areas of the business, including as a PA and account manager. A significant […]
Industry Spotlight: Engagement Optimization set to change the customer journey experience…
Described by its director, Andrew Mishalove as a community for professionals to work ‘collectively to help each other achieve positive outcomes’, Engagement Optimization (EO) – developed by the contact centre enterprise solutions provider, CallMiner Eureka – is a platform for call centre and customer care professionals to proactively communicate on the best tools and practices to incorporate in customer journey strategies. Open to relevant industry […]
Jabra unveils customer service challenges report…
Surveying an approximate 3,200 ‘customer centric profiles’ in seven countries, a White Paper conducted by headset manufacturer, Jabra, has revealed that 73 per cent of decision-makers in call centric environments are experiencing an increase in the intricacy of customer queries. The research, which monitored areas including; the value of call-centric workers; complexities surrounding digital transformation […]
Ventrica plans to expand its workforce after industry award win…
After winning the Contact Centre of the Year industry accolade at the London & South East Contact Centre Awards on May 20, the Southend-based call centre, Ventrica, has declared its commitment to creating 70 new positions during the course of this year. Considered to be one of the largest employers in the area, Ventrica’s managing […]
Looking to improve your customer experience?
In this ‘Age of the Customer’, great customer experience is expected every time. We’d like to share with you some of the techniques you can use to improve performance, transform customer engagement, increase productivity (by 25%) and reduce costs within your contact centre. Join us on our summer webinar series. Invest and reap the rewards […]
The Evolution of UK Call Centres
Over the last thirty years, call centres have changed dramatically. Advances in technology and online communication channels have brought about a shift in customer expectations. Successful call centres have adapted to meet these new challenges. The result is that today’s call centres are more dynamic and adaptive with a streamlined and strategic approach to handling […]
Another successful event for the Call Centre & Customer Services Summit
Taking place on the 18th and 19th April 2016 at the outstanding Radisson Blu Hotel, London Stansted, the Call Centre & Customer Services Summit returned for its 13th year this 2016. The event brought the industry’s most-sought after product and service providers, prominent industry influencers and senior decision-makers together for two days of ideas, inspirations, […]
‘Huge risk’ of financial fraud for mobile banking customers using SMS passcodes…
Aspect Software’s latest blog has issued a stark warning about the risk of financial fraud for mobile banking customers if banks continue to use SMS alone to send one-time passcodes (OTPs) to mobile devices to authenticate transactions. Keiron Dalton, mobile security expert and Senior Director of Customer Strategy & Innovation at Aspect, suggests in his […]
Call Centre & Customer Services Summit: Bigger and better than ever!
Call Centre & Customer Services Summit: Bigger and better than ever! With over 25 successful events under its belt; the Call Centre and Customer Services Summit is set to return bigger and better than ever this 2016 with an array of new delegates, increasingly innovative product and service providers and even more seminars packed into […]