5 trends transforming Call Centres in 2017
The Call Centre industry is “evolving at a very rapid rate”, according to leading industry analyst Peter Ryan. “Whether it is new technologies, alternative points of delivery or taking on the growing multitude of channels needed to communicate with today’s mobile consumer, enterprises need reliability and quality,” he claims, whilst offering his predictions for 2017 […]
Positivity Pays in 2017
Almost three quarters of Brits anticipate a more positive 2017 than 2016, which could see an increase in public spending. A study by the Institute of Customer Service showed customers are 69% more likely to spend if they are surrounded by positivity, which could lead to good news for businesses as 73% expect this […]
Guest Blog, Simon Pennie: The power of great customer service…
Businesses spend vast amounts of time, money and resources to build a brand that customers love. But if they fail to ‘put their money with their mouth’ is – by investing in delivering top notch customer service in their contact centres – they risk squandering their hard-earned reputation. In an era of fierce competition and […]
Are industry professionals missing out on key cloud opportunities?
While the majority of contact centres are using cloud technology to some extent, adoption for many is ‘relatively superficial’, according to recent conducted by Aspect Software. Surveying 100 UK-based senior contact centre professionals, data indicates that even though the industry is ‘moving in the right direction’, Aspect believes the benefits of the delivery model for […]
NewVoiceMedia announces industry-leading global ‘call routing architecture’…
Cloud technology provider, NewVoiceMedia, has announced the introduction of its industry-leading global ‘call routing architecture’ which claims to provide a dramatic improvement in call quality for organisations managing contact centres across multiple locations. The ‘ContactWorld’ solution is described by the company as a ‘multi-tenant intelligent communications platform’ that enables centre representatives to conduct more successful […]
