CX specialist Ember Group acquired by Davies Group
Ember Group, a customer experience (CX) consulting and digital solutions business, has been acquired by Davies Group as part of a transaction will complete during October, subject to approvals. Ember provides CX consulting, analytics, training and specialist resourcing to large organisations and major brands operating across a range of highly regulated and international markets, including insurance, […]
A night to celebrate – book your Call Centre & Customer Services Christmas Party ticket today!
Kickstart the festive celebrations at the Call Centre & Customer Services Christmas Party on 14 November 2018 at Dirty Martini Minories in London. Tickets are priced from just £15 +VAT which covers entrance, drinks and canapés. Book yours today to avoid disappointment! You’ll be joining friends, colleagues and peers, with confirmed attendees including Altitude Software, Bourne Leisure, […]
Not valuing customers ‘leads to $136 billion switching epidemic’ in US
US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems, with the resulting switching by consumers costing firms $136 billion a year. A report from CallMiner features survey responses from US adults who had contacted a supplier in the last five years and shows that 85% of adults […]
Web chat high on UK financial services agenda
UK financial services companies expect to make massive investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres by analyst ContactBabel shows that financial services operations expect their use of web chat to grow from 24% today to 89% by […]
INDUSTRY SPOTLIGHT: Jabra Engage Series – Boost customer satisfaction with the world’s most powerful professional wireless headsets
Designed for people who talk and listen for a living and in a range of wearing styles that deliver all-day comfort, Jabra introduce the next generation of professional wireless headsets. Giving you more power for your conversations…
GUEST BLOG: Live Chat… All talk?
By Adexchange Some love it, some hate it, and it has our agents juggling multiple customers at once. Live chat divides conversation in more ways than one. But is a communication platform which also encourages customers to multi-task a good thing? Or is it just another channel we must incorporate, manage and coach our teams to […]
INDUSTRY SPOTLIGHT: Storacall Star Advanced Replay – A new search and replay module for the ST range of call recorders
Storacall Voice Systems has just launched the new Storacall-STAR advanced search and replay module, which can be supplied with new systems or added to existing Storacall-ST software applications, offering a completely new look and feel along with many new features. At the forefront of Storacall-STAR is increased security functionality such as HTTPS and SSL audio […]
FREE SOFTWARE: EvaluAgent launch free quality monitoring software
Currently managing your Quality Monitoring on spreadsheets? EvaluAgent has launched a free version of their cloud-based Quality Monitoring software that helps Contact Centres evaluate, coach and engage their front line. Packed with features and free for up to 50 agents, click below to learn more. https://info.evaluagent.com/free-quality-monitoring-software
GUEST BLOG: From reactive to predictive – The AI-driven service revolution
By Salesforce Imagine you run a busy Manchester hotel. Your elevators carry hundreds of guests up and down every day. Unexpectedly, a maintenance engineer turns up. The manufacturer’s AI sensed an abnormality in your equipment and triggered a case in their field service management software. They fix it before anything actually goes wrong. This is […]
INDUSTRY SPOTLIGHT: Storacall Advanced Replay
Storacall Advanced Replayis a new search and replay module for the ST range of call recording systems. Searching for calls has a new clever “number” search function which allows you to enter the phone number or numbers you are looking for to automatically search for both inbound and outbound calls which contain the numbers you […]