Puzzel announces new chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Users are now able to integrate third party or Puzzel’s own Chat bots directly into their core contact centre solution to […]
GUEST BLOG: Ringing the changes – The art of reducing call volumes
Colin Hay at Puzzel believes focus on customer interactions is what really matters and outlines ten strategies for reducing customer call volumes… Traditionally, contact centre leaders measured success on how quickly customer calls were dealt with. Happily, many organisations are now questioning this metric and instead are looking at what it really means to deliver […]
SAVE THE DATE: Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit heads to Manchester this autumn, giving call centre and customer service professionals in the north of England the opportunity to source news suppliers in one place, over just two days. The Summit takes place on September 17th & 18th at the Hilton Deansgate, Manchester and is entirely free […]
INDUSTRY SPOTLIGHT: Vidicode UK Call Recording for GDPR, MiFIDII & PCI Compliance
As so many companies are aware the old Data Protection Act will be replaced on 25th May 2018 with new Europe wide regulation called General Data Protection Regulation (GDPR). There are 6 lawful bases to process and retain customer data which includes call recordings, cited by the Information Commissioners Office (ICO) and companies will have […]
Do you provide Automated Customer Satisfaction solutions? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focussing on Automated Customer Satisfaction solutions. It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
Aegis named a Global Leader once again
Aegis Customer Support Services has been named in the Leaders Category of the IAOP Global Outsourcing 100 list. It is the eighth consecutive year that the global outsourcing and technology specialist has been featured in the Global Outsourcing 100 list, which serves as an essential industry reference of innovative outsourcing services companies in the world. […]
CASE STUDY: How the Kennel Club transformed its contact centre
Delivering an outstanding service to its customers is paramount to the Kennel Club, but its original contact centre system was in need of updating… The Kennel Club is the UK’s largest organisation devoted to dog health, welfare and training. Its objective is to ensure that dogs live healthy, happy lives with responsible owners. The Kennel […]
Let’s talk about Omnichannel and… UNICORNS
Sesui’s CTO Manveer Mangat discusses omnichannel strategies – and unicorns… Yes, that’s correct… unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents; the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email writer, snappy Tweeter, capable call agent and vibrant […]
SAVE THE DATE: Call Centre & Customer Services Summit
The next Call Centre & Customer Services Summit will take place on September 17th & 18th 2018 at the Hilton Manchester Deansgate. This highly-focused event will once again put you in touch with innovative new suppliers and solution providers, as well as giving you access to insightful seminar sessions. It is entirely free to attend […]
Dialo.ga increases revenue by 30% in 2018
Dialo.ga secured an increase in sales of 30% in 2018, reaching total revenue of £54 million for the year and EBITDA slightly above £9 million, representing a growth of 47% over 2017. The company closed its 2017 fiscal year with an EBITDA of £6.1 million. Dialo.ga says its 2017 sales and 2018 contracts are largely […]