Bright Pattern simplifies omnichannel workforce management with Pipkins integration
Bright Pattern, an omnichannel contact centre vendor, has partnered with Pipkins to provide highly accurate scheduling and forecasting technology. The integration also improves agent performance KPIs. Pipkins, a WFM software supplier, says its customers are reporting impacts of 25% less overtime, 10% greater forecasting accuracy, 36% lower average queue time and 24% more calls answered. “Workforce Management […]
Kura’s new report ‘The People Factor’ explores the nature of customer service
Kura recently teamed up with Ember Services to produce a new report The People Factor report, which explores the future nature of work in customer service. With an ever-growing proportion of transactions now being conducted using automation, digital channels and customer self-service, it’s no surprise that most businesses and analysts expect the shift to automation in […]
Liquid Voice launches next-gen automated speech transcription solution
Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of a new Automated Speech Transcription solution. Available as a stand-alone solution or integrated with the Liquid Voice platform, it will significantly enhance the ability of contact centres and control rooms to locate and replay stored […]
INDUSTRY SPOTLIGHT: Dialoga
Dialoga is the first AI telecom operator with its own network in 29 countries and a WebRTC platform, allowing them not only to provide all business telephony but also to connect it to the WebRTC world. Dialoga’s WebRTC services along with the company’s AI solutions, are transforming the traditional way of conceiving telephone communication at […]
Taskforce created to help Tesco call centre staff
A taskforce has been created by the Welsh Government in a bid to help find Tesco call centre workers new jobs. Up to 1,100 jobs are set to go at Tesco’s Maes-Y-Coed Road, Cardiff call centre. Economy Secretary Ken Skates said the taskforce would involve key players “gathered around one table” and would be set […]
Call Centre & Customer Services Summit – Creating new business for 2018
As you may know, the Call Centre & Customer Services Summit has been running for over 15 years. It’s a focused event based on creating new business and this winning formula has secured many contracts for our regular supporters. We are taking the Summit to Manchester this September (18th & 19th September, The Hilton Manchester, […]
New app helps call centre workers maintain good voice
A team of vocal experts have produced a new app that offers an array of vocal warm-up exercises, helping to strengthen call centre workers’ voices. The One Minute Voice WarmUp app is available on both IOS and Android, combining the knowledge and expertise of vocal experts Dr Gillyanne Kayes, Jermey Fisher, Sam Brady and software […]
Check out the latest video from Inisoft
In today’s digital age customers have high standards and limited patience. The world is their marketplace and they have many options for purchasing products and obtaining services. At the push of a button, a customer expects answers and resolutions. But how easy do you make it for your customers to contract your organisation? In this short video […]
Here are the best and worst UK energy providers for customer service
The Citizens Advice Bureau has revealed the energy companies with the best and worst customer service records in the UK. Extra Energy received the lowest score of Citizens Advice’s star rating system for energy suppliers for the second time – with a lower overall score. The company received 2.05 stars, lower than the 2.5 stars it received […]
350 new jobs at Firstsource Middlesbrough
Leading contact centre outsourcer Firstsource hasannounced 350 new jobs at its Middlesbrough-based contact centre after securing two major contracts. The company is currently recruiting for service agents, team leaders and trainers to service the outsource contracts, which are thought to be with an unnamed high street banking financial regulator. Initially the the jobs will provide […]
