FORUM INSIGHT: Where have good business manners gone?
“Manners maketh man.” William of Wykeham, pictured, (1324 – 1404), Motto of Winchester College and New College, Oxford Maybe it’s my age (61), or my upbringing (middle class Brit), but am I the only one to notice the abyss into which the use of good manners has plummeted in recent years? Nowadays it seems acceptable to: – Transact […]
BT and T-Systems announce new networks partnership
BT and T-Systems have announced a partnership agreement, enabling T-Systems to offer its customers the option of using a range of network services from BT to connect their operations across the globe. The new deal comes after both parties announced that BT customers would be able to connect to T-Systems’ data centres to access SAP cloud […]
Industry Spotlight: Pick and choose voice security solutions with Aeriandi
Aeriandi’s award-winning voice security solutions deliver complete protection from the start to the end of every call. From call recording, archiving and PCI phone payments, to fraud detection and speech analytics, they have you covered. The company’s software-as-a-service solution delivers industry leading functionality and security, without the need to ever install anything on site. Here’s […]
Luton Borough Council is the latest authority to modernise communication
Luton Borough Council recently undertook a major restructuring and transformation programme to make cost savings, streamline citizen service and build a flexible, sustainable organisation for the future. 4net helped the Council modernise and simplify their communications infrastructure through IP and SIP enablement; improving and increasing services available to staff and the public through automated services […]
New Inisoft research reinforces importance of call centre agents
A survey of more than 2,000 consumers conducted by Inisoft has revealed that contact centres staffed by agents who were unable to make decisions rated poorly compared to contact centres that can automate processes. It also showed that 75% of consumers polled said receiving an apology was important to them, and one of their biggest frustrations was having […]
Personalised customer service is becoming industry standard, says new research
Customer service is becoming more proactive and personal as brands strive to connect and engage with their clients, according to new study. The research was carried out by the VoiceSage, as it looked to identify how firms are personalising their services, integrating methods like text messaging and automated voices alongside more traditional communication channels. A […]
Guest Blog: Tom Goodmanson: focus on your employees
Tom Goodmanson, President and CEO of Calabrio, talks about optimising your company by focussing on its greatest strength; the employees. Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent […]
Government cracks down on ‘modern menace’ spam
A director of Swansea-based call centre Help Direct UK has been disqualified for six years as the government are taking a hard stance against senders of spam. Director Leighton John Power was disqualified following almost 7,000 complaints being made against the company for sending thousands of unsolicited text messages without the consent of the individuals. […]
Workbooks CRM joins forces with KTN
Customer support company Workbooks CRM has partnered with cross-sector collaboration company Knowledge Transfer Network (KTN). KTN previously developed their own system to track data, but has turned to Workbooks as an updated, cloud based solution that offers to provide a ‘360 view’ of customers and accessible information. Described as ‘the UK’s innovation network’ and part […]
Guest Blog: Rich Grohol: Should small businesses ignore the chatbots fad?
Rich Grohol is the Chief Executive Officer of Telsis. Telsis partners with Network Operators to develop services such as real-time fraud prevention, nuisance call screening, inbound call management and a range of other solutions for network operators and enterprise customers. Yorkie: Not for girls. That was the provocative slogan for one of Yorkshire’s popular chocolatiers. […]
