GUEST BLOG: Getting the customer service basics right
Mike Nolan, CEO of Customer Service of the Year, on why getting the basics right has never been more important… Cast your mind back to those halcyon days when customer service seemed so simple. Long before chatbots were conceived, when artificial intelligence was still in its infancy, and when social media hadn’t come along and […]
INDUSTRY SPOTLIGHT: Britannic Technologies leading way with innovative contact centre solutions
Britannic Technologies (btlnet.co.uk) is an award winning voice specialist and systems integrator and managed services provider with a heritage of over 30 years. We help organisations align their objectives and strategy with technology; striving to understand their business, processes and culture. Trusted Strategic Partners Well known experts in the contact centre and systems integration market […]
AWS unveils Amazon Connect for contact centres
A new contact centre service, Amazon Connect, has been launched by Amazon Web Services (AWS), providing users with a self-service, cloud-based platform and the ability to create their own contact centre, moving AWS into the profitable customer service market. Amazon Connect is cloud powered and based on the contact centre technology used by Amazon’s e-commerce operations. […]
Dialoga rolls out WebRTC platform
Dialoga has developed its own WebRTC platform, having previously been the only operator with its own network in 21 countries (EU and America), allowing it to provide high quality telecommunications services without having to use resellers. The company’s flagship WebRTC-based products – Sword, Trident, Hydra and Halles – are intended to revolutionise the traditional way of […]
Letter writing – Time to reignite a lost art?
With some 41 States in the US saying that cursive writing need no longer be taught in schools, is this the death knell of a method of communication that has changed the world? Write a letter to someone today, says Forum Events Director Paul Rowney… Imagine what history would be like if the likes of […]
Positive customer experience begins with a robust operating model, says Coaction
Whatever the function of your call centre, positive customer experiences must be at the core of any interaction with a customer. Anything less goes against an organisations main purpose of winning and retaining customers to build long-term success. So, in today’s competitive market place, where customers are fair better informed, businesses should not be focused […]
Vodafone pledges £2bn customer service investment over next two years
UK-based communications giant Vodafone has pledged to invest over £2bn in its customer service over the next two years, starting with the announcement of over 2,100 new UK call-centre jobs. The new roles will be on shored from South Africa, where the company currently uses an agency, and spread across existing Vodafone call centres in Scotland, […]
Guest Blog: Does The mighty shift towards customer ease and digital interactions inform your CX strategy?
It won’t come as news that your contact centre is the beating heart of your organisation. What happens here really determines the quality of your customer experience. But despite an overall upswing in the UK Customer Satisfaction Index many UK customers have reported a rise in customer effort, implying further potential for improvement. Jonathan Sharp, […]
Sennheiser’s MB 660 awarded Internet Telephony Product of the Year
German audio giant Sennheiser has added more awards to its shelves, this time for its MB 660 mobile business headset. The MB 660 was acknowledged by telecommunications publisher Technology Marketing Corporation (TMC), with the product receiving the 2016 Unified Communications Excellence Award and the 2017 Internet Telephony Product of the Year award. The awards recognise […]
Industry Spotlight: mplsystems contact centre seminar & whitepaper – Register today!
Despite technology advances, customer service departments are still struggling to scale to the incessant increase in customer questions on multiple channels. mplsystems discusses options to meet this challenge and relieve agents of simple tasks, whilst empowering them to deal with complex tasks in their whitepaper: How are Artificial Intelligence & Virtual Assistance Changing the Contact […]
