Luton & Dunstable University Hospital NHS Foundation Trust, based in Luton, has joined a growing base of healthcare institutions investing in unified communications technology in order to improve patient care, lower telephony costs and increase operational efficiency. The five year agreement with Unify, formerly Siemens Enterprise Communications is set to provide a full unified communications (UC) suite including web collaboration, mobile conferencing and presence technology, rapid-response alarm capabilities and a host of other productivity tools to all 2,000 staff. Continue reading Luton & Dunstable University Hospital NHS Foundation Trust Integrates Communications with Unify
Semafone today announced that Amica Mutual Insurance Company has selected Semafone’s secure payments solution to handle its payments taken over the telephone. The new system will be implemented across Amica’s 40 branches and customer call centre locations in the U.S. The move is part of Amica’s continued commitment to providing exemplary customer service for its policyholders. Continue reading Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service
SureFlap, the leading provider of smart pet doors, is delivering exceptional in-house customer service with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The technology, which integrates with Salesforce, has enabled the company to offer a completely unique and personalised experience to thousands of customers across Europe. Continue reading NewVoiceMedia helps bring customer service in-house for SureFlap’s pet owners
Intelecom Group AS has announced enhancements to the Chat solution and Media Archive options in Connect, its flexible contact centre in the cloud. The latest release of Connect sees the launch of a new Chat function with enhanced handling of simultaneous enquiries and improved visible interactivity. In addition, calls in the Media Archive within Connect Control can now be displayed graphically to provide better complaint resolution and call retrieval. Continue reading Intelecom adds enhanced Chat functionality to Connect
The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on quality monitoring (QM) technology to be $141 million across Europe in 2014 with slow but steady growth predicted over the next five years. This is somewhat surprising for a technology in the mature stage of the adoption lifecycle and which has been readily available since the mid 1990’s. Continue reading Some contact centres still in the ‘Quality Monitoring’ dark ages
ShoreTel®, the leading provider of brilliantly simple phone systems and unified communications solutions, announced that Brunswick Corporation (NYSE: BC) About one-third of the sites are live now with more deploying each month, and when complete, Brunswick will be one of ShoreTel’s largest customers. Continue reading Brunswick Relies on ShoreTel for Global UC Solution at 200 Sites
As further evidence that customer complaints can’t be kept quiet in the digital age, research from NewVoiceMedia, a leading provider of cloud contact centre technology, reveals that a third (34%) of US consumers take their revenge online following inadequate customer service; spreading the complaint across their network and beyond.
Thanks to social media, internet forums and review channels, the modern consumer has a convenient public platform at their fingertips and will spread negative sentiment about a business without thinking twice. The survey of 2,030 adults from the United States showed that the figure soared to nearly 60 percent (59.3%) among 25-34 year-olds – clearly demonstrating the generational importance of a channel that’s likely to explode in relevance as Gen Y consumers’ spending power increases.
While 64% of those surveyed stated that traditional forms of communication such as email and phone were their preferred means of complaining for a fast response, more than a quarter of Gen Y and millennials (those aged 16 to 34) believe social media is the most effective means of issue resolution, with Facebook proving to be the favoured social network for interacting with businesses. One respondent explained, “The risk of getting other people’s attention will cause the service providers to act quickly.”
However, the significance consumers place on excellent service presents opportunities as well as threats, as organisations can boost their business by getting it right, even turning complainants into advocates by prioritising the service they receive through other channels. NewVoiceMedia offers social media routing through its cloud contact centre solution ContactWorld which integrates with salesforce.com and enables agents to identify callers with specific social media data before their call is answered, and prioritise accordingly.
Seventy percent of respondents said that good service had a considerable influence on their loyalty and 69 percent would recommend the company to others. Half would use the business more frequently and 42 percent are prepared to spend more money with them.
Jonathan Gale, CEO at NewVoiceMedia, who commissioned the research, comments, “Not long ago, customers would tell friends and family if they were dissatisfied with service they’d received. While this is damaging to a brand, it’s not nearly as powerful and immediate as customers who take their complaints online; particularly as consumers are increasingly turning online to read about others’ experiences before choosing a product or supplier. Over the next few years we expect to see these statistics soar as the younger generation matures.
“Customers want personalised and engaging experiences every time, through every channel. Great customer experience is the critical differentiator and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful.”
Shep Hyken, customer service expert and New York Times bestselling author, adds, “Give customers a positive experience and they reward you with loyalty. Fail and you risk being one of the companies that collectively has lost $41 billion when customers switched to a competitor.”
Hyken and NewVoiceMedia will be hosting a webinar on January 27 to review critical findings from the research, exploring why over $41 billion of revenue is lost each year due to poor customer experiences, and how this can be prevented. Register here and download the research paper at www.newvoicemedia.com
NewVoiceMedia is a leading provider of true cloud contact centre and voice solutions, enabling businesses of all sizes to deliver a personalised and unique customer experience, quickly and securely. Customer service is the lifeblood of any organisation and NewVoiceMedia’s ContactWorld for Sales & Marketing and ContactWorld for Service make every customer interaction a great experience.
Service availability and security are critical attributes of the cloud. NewVoiceMedia guarantees 99.999% service availability, and transparently backs that up with a Trust Site (http://www.newvoicemedia.com/trust), which offers real-time data on how its services are performing.
Established more than 10 years, NewVoiceMedia has 200+ customers in 40 countries on five continents covering most industry sectors. Customers include Topcon, PhotoBox, DPD, Lumesse, QlikTech and Cunningham Lyndsey.
For further information, please visit www.newvoicemedia.com.
Homeworking specialist Sensée has become one of the first contact centre outsourcers to join CIFAS – the UK’s Fraud Prevention Service. Continue reading Sensée joins CIFAS